Anthology Jobs 2025 – Responsibilities

• First-Level Support
  • Providing initial support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team
  • Troubleshooting and resolving common technical problems related to operating systems, networks, and applications
  • Communicating with clients via email, chat, and phone to provide updates and resolve issues

  Root Cause Analysis & Knowledge Base

  • Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients
  • Continuously improving knowledge base content and contributing to the creation of documentation to address common issues

  Customer Communication

  • Effectively communicating with customers, ensuring clear updates and timely resolutions for reported issues
  • Act as a liaison between technical teams and customers to ensure a smooth support experience

  On-Call & Shift Work

  • Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours
  • Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.

  Problem-Solving & Troubleshooting

  • Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues and providing effective solutions
  • Proactively monitor systems and escalate issues when necessary to minimize downtime

  Collaboration & Teamwork

  • Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues
  • Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues

Anthology Careers 2025 – Qualifications and Skills

• 0-2 years of experience in IT support, system administration, or a related field
• Familiarity with ticketing systems such as ADO & Salesforce
• Proficiency in Windows or Linux operating systems
• Basic understanding of network protocols (TCP/IP, DNS, DHCP)
• Experience in web server management and associated troubleshooting
• Basic knowledge of SQL (writing basic queries)
• PowerShell scripting skills for automation and troubleshooting
• Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms
• Excellent communication and collaboration skills, with the ability to work effectively with clients and internal teams
• Strong problem-solving and analytical skills to troubleshoot and resolve issues quickly
• Ability to handle multiple tasks in a fast-paced, dynamic environment
• Strong attention to detail and commitment to high-quality service delivery
• Fluency in written and spoken English
• Understanding of virtualization technologies (e.g., VMware, Docker)
• Knowledge of CI/CD pipelines and automation tools
• Familiarity with ITIL processes or frameworks