Technology Support Analyst (contract)

We are seeking a customer-focused technical support professional to join a Managed File Transfer (MFT) support team responsible for supporting secure file transmissions across multiple enterprise platforms. This role functions as frontline support for internal and external customers, ensuring the successful transmission of critical business files and resolving connectivity, authentication, and file transfer issues., * Provide frontline technical support for secure file transmissions between Wells Fargo and internal/external customers through phone and ticketing systems.

• Investigate, evaluate, and resolve technology-related issues involving secure file transfer services and connectivity.
• Troubleshoot and support transmission protocols including SFTP, FTPS, and HTTPS.
• Coordinate with infrastructure, application, and engineering teams to assess system health and resolve incidents.
• Analyze application and infrastructure outages and take appropriate actions to minimize business disruption.
• Develop a strong understanding of business processes to evaluate the impact of technology events and service interruptions.
• Monitor and support operational activities while identifying opportunities for process improvement and service enhancement.
• Manage incidents, requests, and problem records through ServiceNow or similar ticketing platforms.
• Communicate technical information, issue status, and resolution updates clearly to stakeholders, customers, and internal partners.
• Maintain documentation of issues, resolutions, and support procedures.

This is an operations-focused support role rather than an application development or software engineering position. The ideal candidate will enjoy troubleshooting, customer interaction, incident management, and working within a highly metric-driven support environment. Experience with secure file transfer technologies is highly desirable, though candidates with strong networking fundamentals and technical support experience are encouraged to apply., * Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• Systems Engineering experience or equivalent technical support experience.
• Strong analytical and troubleshooting skills.
• Experience supporting enterprise-level technology environments.
• Ability to work effectively in a fast-paced operational support environment.
• Excellent verbal and written communication skills.
• Experience supporting secure file transmission solutions.
• Experience working with secure transmission protocols, including:
• SFTP
• FTPS
• HTTPS
• Experience troubleshooting user access, authentication, and connectivity issues.
• Experience using ServiceNow for incident, problem, and request management.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Experience working with cross-functional technical teams in a production support environment.