IT Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver tier 1/2 technical assistance to remote employees across various time zones utilizing a ticketing system, chat, email, and video conferencing.

• Diagnose hardware, software, and connectivity issues on PCs, Macs, and Windows 365 Cloud PCs.

• Track end-user experience metrics and propose enhancements to minimize friction.

• Recognize recurring challenges and implement root-cause solutions.

• Facilitate onboarding and offboarding processes, including equipment provision and system access.

• Provide support for video conferencing, collaboration tools, and virtual meeting technologies.

• Oversee the maintenance of physical PC and Mac fleets, including OS updates, imaging/provisioning, and patch management.

• Monitor the health of endpoint security tools across both physical and virtual devices.

• Manage IT asset procurement, logistics, inventory, retrieval, and decommissioning.

• Collaborate with MSPs, ISPs, vendors, and shipping carriers on escalations, SLAs, connectivity, and delivery challenges.

• Escalate intricate incidents and oversee their resolution.

• Document recurring issues and maintain knowledge base articles and self-service guides.

• Keep precise ITSM records, including MSP tickets and vendor communications.

• Assist with data privacy and IT regulatory compliance across various jurisdictions.

• Identify support patterns and suggest improvements in processes, tools, or platforms.

• Aid the IT Operations Manager with special projects, audits, vendor reviews, EUX initiatives, and reporting.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.

• Over 2 years of experience in an IT support, service desk, or analyst role.

• Experience in supporting physical Mac/PC endpoints and virtualized desktop environments is preferred.

• Familiarity with coordinating efforts with external IT managed service providers or outsourced vendors is preferred.

• Proficient in macOS and Windows operating systems.

• Hands-on experience with Windows 365 / Cloud PC or equivalent VDI is strongly preferred.

• Knowledge of Microsoft 365 and/or Google Workspace.

• Experience with identity and access management tools like Okta or Azure AD, including SSO and MFA.

• Familiarity with MDM and endpoint administration tools such as JumpCloud, Intune, or Jamf.

• Understanding of networking principles, including VPN, DNS, and Wi-Fi troubleshooting.

• Experience with ITSM and ticketing platforms such as Zendesk, Jira Service Management, or ServiceNow.

• Knowledge of IT security guidelines and vendor risk assessments.

• Familiarity with DEX/EUX monitoring software is an advantage.

• Excellent written and verbal communication skills.

• Ability to work asynchronously across diverse cultures, time zones, and vendor partners.

• Strong organizational skills and attention to detail.

• Willingness to participate in international on-call rotations.

• Self-motivated, independent worker capable of thriving in a fully remote setting.

• Preferred certifications include CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or Microsoft Certified: Windows 365 Administrator.

• Experience with multiple MSPs or regional IT vendors is preferred.

• Experience in managing international IT equipment shipping/logistics is preferred.

• Familiarity with GDPR and other data privacy regulations is preferred.

• Must have work authorization in the employing country without current or future visa sponsorship.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible working hours and a fully remote work environment.

• Collaborative and inclusive company culture.

• Access to the latest technology and tools to support your work.