About this role
As a Tier 1 Infrastructure Support Analyst, you will be the first point of contact for end-user technical support, offering assistance and resolving common IT issues. This role is crucial in maintaining the smooth operation of our global IT infrastructure and ensuring a positive user experience. You will work closely with our IT Operations team to provide timely and effective support, following established processes and procedures.
• Serve as the primary IT support contact, handling support requests through the service desk. • Log, categorize, and prioritize incidents and service requests, updating them in the ITSM platform. • Provide Level 1 technical support for hardware, software, and standard enterprise applications. • Troubleshoot Windows desktop and laptop issues, utilizing documented procedures and knowledge articles. • Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. • Perform password resets, account unlocks, and basic user administration using Active Directory. • Assist users with VPN connectivity and remote access issues. • Troubleshoot basic networking and connectivity problems, ensuring optimal network performance. • Support printers, peripherals, and standard workplace technology, ensuring their proper functioning. • Install approved software, perform workstation configurations, and maintain accurate documentation.
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). • 2-4 years of experience in an IT Service Desk, Help Desk, or End User Support role, with a focus on ticket-based support. • Working knowledge of IT Service Management (ITSM) tools, such as ServiceNow, Jira Service Management, or similar platforms. • Basic administration and troubleshooting skills for Windows 10/11 operating systems. • Familiarity with Microsoft 365 applications and their support requirements. • Experience with Active Directory user account administration and password management. • Understanding of VPN and remote connectivity, ensuring secure and efficient access for users. • Foundational networking knowledge, including TCP/IP, DNS, DHCP, and Wi-Fi protocols. • Ability to use remote support tools effectively, facilitating efficient troubleshooting and support. • Strong customer service orientation, with excellent verbal and written communication skills.