We are looking for an IT Support Analyst to join our team and play a key role in ensuring the smooth operation of IT services while providing outstanding technical support to end users.
Key Responsibilities
- Provide technical support through phone, remote, and face-to-face interactions for computer hardware, mobile devices, and tablets.
- Deliver Level 2 support for enterprise applications, including Google Workspace, Microsoft Office, SAP, web browsers, and specialized business applications (e.g., Cisco Contact Center).
- Troubleshoot and resolve issues across multiple platforms, including Windows, macOS, smartphones, and tablets.
- Follow established global processes for incident escalation to second- and third-level support teams.
- Collaborate with the IT Shared Service Center and other support teams to identify and implement effective solutions.
- Monitor, manage, and resolve service requests and incidents, ensuring timely closure and customer satisfaction.
- Support remote users through remote management and support tools.
- Adhere to Incident Management and Request Management processes, policies, and service standards.
- Ensure solutions and support activities remain aligned with global IT procedures and best practices.
- Coordinate and provide technical support for video conference systems and meeting rooms.
- Participate in special projects and other duties as assigned.
- Contribute to continuous improvement initiatives and support quality objectives through daily activities.
Qualifications
- Technical Diploma, Associate Degree, or advanced university student in Information Technology, Computer Science, Information Systems, or a related field.
- 3+ years experience in IT on site support and Service Desk roles.
- Strong knowledge of Windows and macOS operating systems.
- Experience supporting mobile devices, tablets, Microsoft 365, Google Workspace, SAP, and other business applications.
- Familiarity with ticket management systems and remote support tools.
- Experience with IT asset management and inventory control is highly preferred.
- Intermediate to advanced English proficiency B2.
- Strong customer service, communication, troubleshooting, and problem-solving skills.
Perks:
- Birthday off.
- Referral bonuses.
- Discounts with affiliated universities, financial companies and hotels.