Technical Support Analyst (US Shift)

Example Responsibilities

The following are example responsibilities of this position and are, as such, not meant to be exhaustive, nor convey every responsibility that may vary over time, without changing the essence of this position:

Troubleshooting and Issue Resolution

• Provide first and second-line support for technical issues, both remotely and in person
• Identify, diagnose and resolve hardware, software and network-related issues
• Escalate complex issues to higher-level support or technical teams as necessary
• Guide users through step-by-step troubleshooting

Customer Service

• Serve as the primary point of contact for internal team members regarding technical issues
• Communicate effectively with users to gather information about problems and provide status updates
• Ensure customer satisfaction by providing timely and effective solutions

System Monitoring and Maintenance

• Monitor the health of IT systems, software applications and networks
• Proactively identify potential problems and take steps to resolve them before they affect users

Documentation and Reporting

• Use HaloITSM portal effectively to track support requests, solutions provided and system changes
• Create and update knowledge-based articles, guides and FAQs to help users resolve common issues
• Generate reports on recurring issues and recommend process improvements

Training and Support

• Provide training and assistance to end-users on how to effectively use systems, applications and hardware
• Educate users on best practices for system security, data management and software usage

Software and Hardware Installation

• Assist with the installation and configuration of new software applications, operating systems and hardware
• Ensure proper functionality and compatibility with existing systems

Network Support

• Assist in troubleshooting network connectivity issues, including Wi-Fi, and other network services
• Ensure network configurations are properly set up and functioning as intended

Collaboration and Coordination

• Demonstrate a willingness to learn and assist other IT team members, including system administrators, developers and engineers to resolve complex issues
• Collaborate with vendors or third-party service providers to provide advanced technical support and escalation when necessary

Security and Compliance

• Ensure that security protocols are followed, such as user account management, data protection and system access control
• Report and escalate any potential security alerts to the appropriate teams
  
  

Education, Experience, Knowledge and Other Skills

The following criteria outline the minimum hiring criteria for this position, unless otherwise stipulated below as preferred or “a plus”:

• Undergraduate or advanced degree in information technology, computer science or a related discipline, with two or more years of relevant work experience
• Strong knowledge of Microsoft 365 applications including MS OneDrive and MS SharePoint
• Working knowledge of security software applications, including email security, anti-virus solutions and secure internet communication tools, is preferred. Experience working with HaloITSM and Cisco Meraki is an advantage
• A good understanding of networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP and QoS is a plus
• Microsoft certifications such as Microsoft 365 Certified Administrator, Administrator Expert, Endpoint Administrator Associate are highly desirable.