Technical Support Analyst

Company Overview

(Not specified)

Job Summary

The Technical Support Analyst plays a critical role in managing technical incidents and ensuring user satisfaction through effective troubleshooting and support. This position contributes to the organization's goals by maintaining high service levels and adhering to ITIL best practices.

Responsibilities

• Efficiently handle incoming contacts/transactions while ensuring service level agreements (SLAs) are consistently met.
• Leverage deep knowledge of Office 365 to support users and improve resolution rates.
• Assist in monitoring and maintaining the Windows or Windows Virtual environment under supervision.
• Conduct advanced troubleshooting on Windows Operating System (OS) and applications, reviewing event logs for initial errors or failures, escalating issues as needed.
• Perform basic troubleshooting of conference-based devices such as Teams Rooms and Surface Hub.
• Follow ITIL best practices related to change and release management; contribute to documentation efforts and knowledge base updates.
• Take full ownership of escalated technical tickets requiring advanced analysis, ensuring resolution through direct user support or routing tickets to appropriate resolution groups.
• Ensure high-quality issue resolution with a focus on efficiency and success by utilizing advanced tools and team expertise.
• Monitor and troubleshoot device issues, application deployments, and policy failures using tools like Microsoft Intune/Endpoint Manager.
• Design and implement automation solutions utilizing ServiceNow Flow Designer, Workflow Editor, and Orchestration modules while monitoring and improving their performance.

Qualifications

• Basic understanding of Windows Operating Systems (Windows 10/11).
• Familiarity with Windows OS deployment processes.
• Sound knowledge of networking, operating systems, and relevant threat vectors.
• Proficient in using office productivity tools for documenting technical procedures and tracking progress.
• Exposure and familiarity with ServiceNow for incident, change, and problem management, including knowledge of Flow Designer and custom Orchestration.
• Strong communication and analytical skills to clearly interpret and explain technical concepts.
• Advanced analytical thinking with logical problem-solving skills to proactively identify and address system and service issues.
• Eagerness to learn new technologies and adhere to IT best practices, with a focus on growth in infrastructure, desktop engineering, or Virtual domains.
• Relevant experience of 3-5 years in a hands-on technical support role.

Preferred Skills

• Certifications in CompTIA+.
• Proficiency in English, as demonstrated by tests like Cambridge English (C1) or IELTS (7).
• ITIL® 4 Foundation Certification.
• Certified Service Desk Professional (CSDP).
• Microsoft 365 Certified: Fundamentals (MS-900), covering Teams, Outlook, OneDrive, etc.
• Microsoft Certified: Modern Desktop Administrator Associate, covering Microsoft Windows OS & IOS such as Windows 11 and device management.
• ServiceNow Fundamentals Certification in automation.

Experience

3-5 years of hands-on experience in technical support and incident management roles.

Environment

(Not specified)

Salary

(Not specified)

Growth Opportunities

(Not specified)

Benefits

(Not specified)