IT Support Analyst

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

📋 Description

• Deliver 1st and 2nd level IT assistance to users located in various offices.

• Self-manage and oversee support tickets within the ticketing system.

• Communicate with users via Slack and Teams to troubleshoot issues.

• Elevate issues to the relevant teams or individuals as necessary.

• Oversee end-user laptop setups and asset distribution.

• Ensure accurate asset management records and identify purchasing requirements.

• Manage computer security measures, including patching, anti-virus, and software deployment systems.

• Review, modify, and create policies and configuration items within MDM and endpoint management software.

• Set up hardware, peripherals, services, settings, directories, and storage.

• Configure and assist users within the Hotwire Group SaaS environment, which encompasses Office365, Egnyte, Slack, Google Suite, Adobe Creative Suite, ManageEngine, and Salesforce.com.

• Conduct personalized training and orientation sessions for each new hire.

• Provide emergency or scheduled after-hours support when necessary.

• Execute ad hoc IT tasks assigned by the manager.

• Collaborate with suppliers to facilitate access to IT resources.

• Investigate and recommend new technologies, equipment, and services.

• Document systems and uphold installation and configuration protocols.

• Develop and maintain user guides for applications and processes.

⛳️ Requirements

• Excellent English communication, writing, interpersonal, and organizational abilities.

• Capability to work accurately under pressure, meet deadlines, and manage confidential information discreetly.

• Quick learner with the ability to work independently without close supervision.

• Strong skills in prioritization, time management, organization, and attention to detail.

• Proven experience and complete proficiency in supporting Apple Macintosh and Windows systems within a Microsoft 365 environment.

• Solid understanding of networking concepts including DNS and DHCP.

• Proficient in supporting WiFi and Ethernet connections.

• Experience with MDM deployment.

• Familiarity with Office 365 administration, including 2FA, email, and Teams.

• Experience in a SaaS environment.

• Over 5 years of experience in helpdesk management and providing IT 1st/2nd level support.

• Microsoft 365 Certified: Fundamentals.

• Microsoft 365 Certified: Endpoint Administrator Associate.

• Apple Certified Support Professional.

🏝️ Benefits

• Fully remote support for users working from various locations.

• Emergency or pre-planned after-hours support when needed.

• Collaboration with a global IT team.