Technical Support Analyst

The Technical Support Analyst provides advanced technical assistance to end users, ensuring smooth operation of hardware, software, and network systems.

This role involves troubleshooting complex technical issues, managing user accounts, deploying applications, and delivering exceptional customer service while maintaining compliance and security standards.

• Provide advanced technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve complex problems with desktops, laptops, mobile devices, and peripherals.
• Assist with setup, configuration, and maintenance of end-user devices and applications.

• Manage user accounts, groups, and permissions in Azure Active Directory / Entra .
• Support identity and access management across cloud-based technologies.

• Ensure compliance with software licensing agreements and organizational policies.

• Perform regular maintenance, updates, and health checks on end-user hardware and software.
• Coordinate with vendors for repairs, replacements, and warranty services.

• Develop and maintain technical documentation, user guides, and knowledge base articles.
• Provide training and support to improve technology adoption and efficiency.

• Deliver exceptional customer service and timely support to all end users.
• Communicate effectively to understand user needs and provide tailored solutions.

• Minimum 3 years of experience in end-user computing or IT support roles.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common enterprise applications (3+ years).
• Experience with Active Directory, Group Policy, and network troubleshooting (3+ years).
• Excellent problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• High attention to detail and documentation accuracy.
• Diploma in Computer Science or equivalent work experience.