Technical Analyst - IT Support

Technical Analyst will assist in providing 24x7 global (US/UK/India) IT support for hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.

• B.S. in Computer Science or a related field.
• Typically requires 3 to 5 yrs of experience servicing/troubleshooting desktops, laptops, printers,
• Willing to learn customer/user support in a corporate environment.
• Microsoft certifications preferred
• Excellent communication skills
• Candidate should be aware of incident management process of ITIL.
• Candidates should be flexible to work in rotation shifts.
• mobile devices and other peripherals. Experience with Service Now a plus
• Microsoft certifications and ITIL V3 certification desired
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors, inventory management, repair and mange computing assets.
• Ability to effectively collaborate within an IT team with shared responsibilities.

Primary Skills (Must Have)

Technical Skills

• Windows Desktop Administration (Windows 10/11)
• Microsoft 365 Administration
• Active Directory
• Basic knowledge of SCCM
• Microsoft Intune
• Windows Server Administration
• Hardware & Software Troubleshooting
• ServiceNow or any ITSM/Ticketing Tool
• Network Troubleshooting (TCP/IP, DNS, DHCP, VPN, LAN/WAN)
• ITIL Incident, Request, and Problem Management
• Experience working in a 247 Global Support Environment

Professional Skills

• Excellent verbal and written communication skills
• Strong customer service
• Good analytical and problem-solving abilities
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong documentation and knowledge-sharing skills

Secondary Skills (Good to Have)

• Hyper-V / VMware Administration
• PowerShell Scripting
• IT Asset & Inventory Management
• SOP and Knowledge Base Documentation
• Vendor Coordination and Management

Candidates should meet the following requirements:

• Excellent communication skills with the ability to interact effectively with global users and stakeholders.
• Willingness to work from the office 34 days per week (hybrid work model).
• Willingness to work in 247 rotational shifts, including night shifts, 5 days a week.
• Flexibility to provide support during planned maintenance windows, weekends, or on-call activities when required.
• Strong team player with a proactive attitude and a continuous learning mindset.