About this role
The Support Analyst serves as a point of contact for employees requiring IT assistance. This office-based position provides support through telephone, email, instant messaging, and remote-access tools. The analyst will diagnose and resolve technical issues, maintain accurate ticket documentation, and coordinate with internal IT teams when additional functional or application support is required.
The position operates in a 24x7 rotational-shift environment and is responsible for managing incidents and service requests from initial logging through resolution and closure, in accordance with established service-level agreements and support procedures.
Required
- Bachelor’s degree, preferably in Computer Science, or an equivalent combination of education and relevant experience.
- One to three years of IT support, including support for Windows 11 or Linux.
- Working knowledge of Windows 11, Active Directory, Microsoft Office applications, and Microsoft 365.
- Strong analytical, troubleshooting, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills in English.
- Strong teamwork and interpersonal skills .
Preferred
- Microsoft, Cisco, and/or ITIL certification.