Senior First Line IT Support Analyst – Pathway to Second Line Support

Are you ready to elevate your career in IT support? Join our innovative IT managed services organization and advance from a Senior First-Line IT Support Analyst to a Second-Line Support role. If you thrive on solving diverse computing, networking, and cloud challenges while working in a dynamic, collaborative environment, we want you on our team!

What We Offer

Career Progression: A clear path from first-line to second-line support.
Dynamic Environment: Engage in remote and on-site experiences across diverse industries.
Continuous Learning: Opportunities for professional development, training, and certifications.
Collaborative Culture: Work within a supportive team that values individual initiative.
Competitive Package: Attractive salary and benefits.

Job Description

We seek a skilled IT Support Professional responsible for diagnosing and resolving various technical issues. You will manage support tickets, conduct detailed diagnostics, and serve as a reliable escalation point for more complex challenges.
Your role will ensure that our customers receive outstanding service and technical support.

Key Responsibilities

Ticket Management: Efficiently manage and prioritize multiple open support tickets, ensuring adherence to SLA thresholds for incidents, requests, and problems.
Technical Support: Provide maintenance and support for all IT hardware and software utilized by end users.
Problem Resolution: Assume full technical responsibility for incidents by conducting comprehensive diagnostics and guiding issues to resolution.
Infrastructure Maintenance: Regularly perform maintenance and patching of infrastructure, endpoints, and servers.
Escalation: Act as the escalation point for support calls from lower tiers, ensuring timely and effective resolution.
Onsite Engagement: Deliver professional on-site support while confidently communicating with customers at all organizational levels.

Job Requirements

Proven ability to manage workload and effectively prioritize tasks.
Hands-on experience with troubleshooting technical issues in IT support environments.
Strong familiarity with IT support ticketing systems and SLA performance metrics.
Proficiency with technologies such as Windows Server, Windows Desktop, Microsoft Azure, Microsoft Office 365, Active Directory & Azure AD, DNS, DHCP, Group Policy, and networking fundamentals.
Exceptional verbal and written communication skills in English; all interviews will be conducted exclusively in English.
A proactive approach to researching and rapidly learning new technologies under pressure.

Personal Attributes

Customer-Centric: Demonstrates empathy and patience when assisting end users.
Clear Communicator: Capable of explaining complex technical concepts in an understandable manner.
Analytical Thinker: Applies a logical and systematic approach to troubleshooting.
Team Player: Actively contributes to a collaborative and supportive team environment.
Engaging Personality: Possesses a bubbly, open-minded attitude with stron listening skills and the ability to voice opinions constructively.

Experience

While prior experience in a similar role within an IT managed service provider (MSP) is advantageous, we welcome candidates from diverse IT backgrounds who demonstrate the required technical and interpersonal skills.

Nice to Haves