Are you passionate about technology and enjoy solving technical challenges that make a real impact on users' day-to-day experience? We are looking for an IT Support Analyst who is customer-focused, proactive, and eager to deliver exceptional IT support across the organization.

What You'll Do

As an IT Support Analyst, you will provide both onsite and remote technical support, ensuring the optimal performance of IT services, devices, and business-critical applications.

Key Responsibilities

• Provide first and second-level technical support for hardware, software, and end-user devices.
• Prepare and configure computers and workstations, including:

Windows Operating Systems

BitLocker

Device Drivers

Network Configuration

Microsoft 365

VPN Solutions

VoIP Services

Endpoint Management Tools

Endpoint Detection & Response (EDR)

.NET Framework

Java

• Install and configure software and specialized applications required by business units and client operations.
• Troubleshoot and resolve hardware, software, network, connectivity, electrical, and peripheral device issues.
• Diagnose and resolve complex network incidents using monitoring tools and troubleshooting methodologies based on the OSI Model.
• Manage and maintain IT asset inventories, ensuring proper tracking and assignment of equipment.
• Accurately document, update, and close support tickets within the IT Service Management (ITSM) platform, following established procedures and SLAs.
• Serve as the primary IT Point of Contact for smaller branches, offices, or accounts, ensuring timely resolution of technical needs.
• Provide remote technical support to end users, customers, and executive-level stakeholders through chat, phone, and remote assistance tools.
• Coordinate equipment deployments, relocations, and installations according to business and operational requirements.

What We're Looking For

Technical Qualifications

• Experience providing IT Help Desk, Technical Support, or Service Desk support.
• Strong knowledge of Windows Operating Systems, Microsoft 365, VPNs, and VoIP solutions.
• Experience working with ITSM platforms and ticket management systems.
• Knowledge of endpoint management and cybersecurity tools.
• Understanding of network fundamentals and troubleshooting.
• Experience managing IT assets and equipment inventories.

Soft Skills

• Strong customer service and communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and sense of ownership.
• Team-oriented mindset with a proactive attitude.
• Ability to communicate effectively with users at all organizational levels, including executives.

Why Join Us?

• Career growth and professional development opportunities.
• Exposure to modern technologies and enterprise environments.
• Collaborative and supportive team culture.
• The opportunity to make a direct impact on employee and customer experience.

• Provide first and second-level technical support for hardware, software, and end-user devices.
• Prepare and configure computers and workstations, including:
  • Windows Operating Systems
  • BitLocker
  • Device Drivers
  • Network Configuration
  • Microsoft 365
  • VPN Solutions
  • VoIP Services
  • Endpoint Management Tools
  • Endpoint Detection & Response (EDR)
  • .NET Framework
  • Java
• Install and configure software and specialized applications required by business units and client operations.
• Troubleshoot and resolve hardware, software, network, connectivity, electrical, and peripheral device issues.
• Diagnose and resolve complex network incidents using monitoring tools and troubleshooting methodologies based on the OSI Model.
• Manage and maintain IT asset inventories, ensuring proper tracking and assignment of equipment.
• Accurately document, update, and close support tickets within the IT Service Management (ITSM) platform, following established procedures and SLAs.
• Serve as the primary IT Point of Contact for smaller branches, offices, or accounts, ensuring timely resolution of technical needs.
• Provide remote technical support to end users, customers, and executive-level stakeholders through chat, phone, and remote assistance tools.
• Coordinate equipment deployments, relocations, and installations according to business and operational requirements.

• Strong knowledge of Windows Operating Systems, Microsoft 365, VPNs, and VoIP solutions.
• Experience working with ITSM platforms and ticket management systems.
• Knowledge of endpoint management and cybersecurity tools.
• Understanding of network fundamentals and troubleshooting.
• Strong customer service and communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and sense of ownership.
• Team-oriented mindset with a proactive attitude.
• Ability to communicate effectively with users at all organizational levels, including executives.

• BA/BSc/HND
• Experience providing IT Help Desk, Technical Support, or Service Desk support.
• Experience managing IT assets and equipment inventories.