IT Support Analyst

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

📋 Description

• Oversee the complete lifecycle of onboarding and offboarding tickets and processes.

• Deliver top-notch support for technical issues within our environment.

• Manage and address incoming support requests through ticketing systems, email, Slack, and remote support tools.

• Maintain and support various systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers.

• Provide advanced troubleshooting for account issues affecting onboarding.

• Remotely diagnose and resolve onsite IT problems related to conference rooms, printers, and other office systems.

• Document and revise IT policies, procedures, and troubleshooting guides.

• Recognize trends and suggest process enhancements to improve support workflows and employee satisfaction.

• Assist with IT-related projects and initiatives.

• Participate in the team's on-call rotation.

⛳️ Requirements

• Minimum of 2 years of IT support experience in a dynamic Enterprise IT setting.

• Preferred experience in managing and maintaining an enterprise ticketing system (e.g., Zendesk, Jira, or ServiceNow).

• Excellent communication skills, with the capability to convey complex concepts to non-technical audiences.

• Resourceful and innovative problem solver.

• Ability to perform well under pressure and effectively manage competing priorities.

• Experience in cross-functional collaboration and building stakeholder relationships.

• Commitment to delivering exceptional customer service and satisfaction.

• Team-oriented individual with strong communication abilities.

• Detail-oriented with a strong focus on accuracy.

• Preferred experience with administration of Okta, Jira, Slack, and Google Workspace.

• Desirable experience in application integration, building workflows, and automation.

• Familiarity with team-based project workflows such as Agile or Kanban.

🏝️ Benefits

• Remote work.

• Equal Opportunity Employer.