Systems Support Analyst

Primary Objective

Provide responsive, hands‑on onsite end‑user and site technology support for the Bel Melbourne facility, with remote technical support for other Bel sites as assigned. The Systems Support Analyst resolves routine technology issues, supports workplace and print services, coordinates qualified vendors, maintains accurate service records, and escalates infrastructure, cybersecurity, and enterprise‑platform matters to centralized IT teams. This role supports business operations and manufacturing‑site continuity;

it does not own enterprise infrastructure, security policy, or centralized IT platforms.

• Provide first‑line onsite technical support for employees, shared work areas, conference rooms, production‑support offices, and approved site technology.
• Receive, document, prioritize, troubleshoot, resolve, and close end‑user incidents and service requests through the approved ITSM ticketing process.
• Provide remote technical support for other Bel sites when assigned, using approved tools and established support procedures.
• Diagnose and resolve common workstation, peripheral, connectivity, account‑access, collaboration, and user‑experience issues within authorized support scope.
• Perform authorized onsite support for network‑connected devices and local connectivity issues; assist with basic network troubleshooting and escalates network configuration, switching, wireless, firewall, VPN, and other infrastructure matters to centralized IT teams.
• Assist with approved server‑related and application‑access troubleshooting at the site level; escalates server administration, enterprise application, backup, and platform ownership issues to centralized IT teams.
• Assist users with authorized Microsoft 365 access and productivity issues; escalates tenant administration, identity architecture, retention, security configuration, and service‑wide issues to centralized IT teams.
• Support network and office printers, multifunction devices, print queues, print‑service access, and label printers where applicable. Coordinate service calls, consumables, repairs, and escalation with approved print vendors and centralized IT teams.
• Provide first‑line technical support and vendor coordination for physical‑security technologies, including intrusion‑detection or alarm systems, access‑control systems, and CCTV or security cameras. Security and Facilities retain ownership of security policy, monitoring, alarm response, and access authorization.
• Perform authorized onsite support for approved security‑tool issues affecting end users or local devices; escalates cybersecurity events, endpoint‑security administration, access‑control decisions, and security‑platform matters to centralized IT and Security teams.
• Prepare, deploy, replace, relocate, and recover approved end‑user hardware and peripherals in accordance with Bel standards, asset‑management procedures, and documented authorization.
• Maintain accurate asset records, ticket notes, troubleshooting documentation, knowledge articles, vendor‑service records, and change‑control evidence as required.
• Coordinate with centralized IT teams, Security, Facilities, site leadership, and approved third‑party vendors to restore service, communicate status, and ensure clear ownership of escalated issues.
• Perform other related onsite end‑user and site‑support duties consistent with the scope and level of the position.

• Follow Bel IT standards, approved support procedures, cybersecurity requirements, and applicable site technology controls.
• Use the approved ITSM ticketing system for incident, request, escalation, documentation, and closure activities.
• Follow established change‑control requirements. Do not make unapproved changes to…