Junior Support Analyst

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

The Junior Support Analyst provides first-level operational and technical support for software, APIs, AI applications, and machine learning-enabled products. The role focuses on ticket management, monitoring, troubleshooting, documentation, user communication, incident coordination, and continual improvement.

Key Responsibilities

- Receive, review, categorize, prioritize, and update support tickets.

- Gather information required to reproduce and diagnose reported issues.

- Resolve common incidents and service requests using approved procedures and runbooks.

- Escalate complex issues with logs, reproduction steps, findings, actions taken, and business impact.

- Maintain timely, accurate, and professional communication with users and stakeholders.

- Monitor dashboards, logs, alerts, application health, infrastructure health, and model-related indicators.

- Investigate software defects, performance issues, data problems, access errors, configuration issues, and integration failures.

- Support the full ticket lifecycle from intake through validation and closure.

- Create runbooks, troubleshooting guides, FAQs, known-error records, and knowledge articles.

- Assist with incident reviews, root-cause analysis, corrective actions, and problem records.

- Support application configuration, updates, routine maintenance, and approved bug fixes.

- Participate in functional, regression, API, and basic performance testing.

- Track service levels, response times, resolution status, recurring issues, and operational metrics.

- Identify opportunities to automate repetitive support, monitoring, and reporting activities.

Essential Job Functions

Ticket and Incident Management

- Record complete and accurate ticket information.

- Assess impact and urgency using defined standards.

- Maintain clear ticket notes, user communications, and escalation records.

Troubleshooting

- Review logs, alerts, error messages, application behavior, and configuration.

- Perform basic API, database, network, identity, and application checks.

- Document findings, evidence, and resolution steps.

Monitoring and Reporting

- Monitor application, infrastructure, and service dashboards.

- Assist in configuring alerts and operational reports.

- Identify recurring incidents, trends, and automation opportunities.

Knowledge Management

- Create and update runbooks and support documentation.

- Convert resolved incidents into reusable knowledge articles.

- Support user education and self-service content.

Required Qualifications and Skills

- Bachelor’s degree in Computer Science, Information Technology, Engineering, Data Science, or a related field.

- 0 to 2 years of relevant experience, including internships, service-desk exposure, academic projects, or technical-support assignments.

- Basic programming or scripting knowledge in Python, PowerShell, Bash, or a similar language.

- Understanding of software applications, APIs, databases, operating systems, and basic networking.

- Familiarity with Windows and Linux fundamentals.

- Strong troubleshooting, communication, documentation, organization, and customer-service skills.

- Willingness to participate in support coverage based on business and team requirements.

Preferred Skills

- Exposure to ServiceNow, Jira Service Management, Azure DevOps, or a similar ticketing platform.

- Familiarity with REST APIs, SQL, Git, Docker, and Kubernetes.

- Exposure to Azure Monitor, Application Insights, Log Analytics, Grafana, Prometheus, Sentry, or similar tools.

- Awareness of machine learning model monitoring and AI product behavior.

- Understanding of incident, problem, change, knowledge, and service-level management concepts.

- Familiarity with basic cloud, networking, identity, and security concepts.

We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

Our Benefits:
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

Crowe Capability Center – India, operating under the legal entity C3 India Delivery Centre LLP (formerly known as Crowe Horwath IT Services LLP) is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.

Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.

We are committed to a merit-based hiring process, evaluating all candidates consistently using objective, job-related criteria such as relevant experience, demonstrated skills, measurable impact, and alignment with the role’s responsibilities, and making employment decisions in a fair and inclusive manner free from discrimination.