Technical Support Analyst

Technical Support Analyst

 

Overview of the Role

 

As part of the Technical Operations team, you will be crucial in supporting the company’s IT services across five geographically separated sites. The Technical Support Analyst serves as the first point of contact, providing top-level IT support to resolve a wide range of issues with varying complexities in a timely and efficient manner. This position demands a solid understanding of IT systems and applications and strong technical expertise in the company’s infrastructure. It also requires close collaboration with stakeholders, attention to detail, and a constant pursuit of improvement opportunities.

 

We seek a motivated self-starter with a proven track record of getting things done. Excellent communication skills, a proactive “can-do” attitude, and a willingness to learn are essential qualities for success in this role.

 

Please note: This role involves participation in a 24×7 rotating shift.

 

 

Duties & Responsibilities:

 

  • Provide high-quality technical support (both desk-side and remote) to teams across all offices, ensuring a high level of satisfaction.
  • Investigate, troubleshoot, and perform root cause analysis for application, product, and system alerts and issues, as well as user requests.
  • Take ownership of issues from start to successful resolution, regularly communicating status and progress.
  • Monitor, resolve, or escalate system alerts and run routine health checks on systems, suggesting improvements to pre-empt incidents.
  • Assist in deployments and testing, offering meaningful feedback and interventions as needed.
  • Manage user accounts, groups, passwords, and mailboxes within the corporate Active Directory, Exchange Servers, and other systems.
  • Maintain operational documentation, including Knowledge Base articles and Standard Operating Procedures.

 

 

Key Skills and Experience:

Essential:

  • Minimum of 2 years of experience in an IT support role
  • Proven knowledge and experience managing and supporting Exchange Server and Active Directory
  • Experience supporting MS Windows Server 2016
  • Familiarity with Linux systems
  • Experience in troubleshooting desktop/laptop PC hardware
  • Understanding of IP addressing and networking
  • Basic knowledge of systems virtualization and virtual infrastructure (VMware)
  • Basic understanding of AWS
  • Strong troubleshooting and time management skills
  • Passion for technology and a technical mindset
  • Self-motivated, with the ability to work independently and as part of a team
  • Proactive, with a flexible attitude and a willingness to continuously learn and improve skills
  • High level of initiative, accountability, attention to detail, and adherence to processes and procedures

Desirable:

  • Experience using a ticketing system
  • Possession of IT industry-standard qualifications
  • Knowledge of SQL scripting (T-SQL, Google BigQuery)
  • Strong understanding of ITIL fundamentals

 

Uploaded on 04/09/2024

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