As an IT Support Analyst, you will play a crucial role in ensuring the smooth operation of our clients' IT infrastructure. You will provide exceptional customer service by resolving technical issues, supporting hardware and software, and optimizing network connectivity. Your ability to effectively communicate, problem-solve, and prioritize tasks will be essential in this fast-paced environment.
Key Responsibilities:
- Customer Support: Serve as the primary point of contact for clients seeking technical assistance via phone and ticketing systems.
- Technical Troubleshooting: Perform remote troubleshooting for issues such as password resets, new user setups, and desktop problems.
- Infrastructure Management: Manage and maintain Windows workstations, servers, anti-virus software, email systems, network equipment, backup systems, and user accounts.
- Vendor Coordination: Assist with third-party vendor management.
- Documentation: Create accurate documentation for client environments and issue resolution.
- SLA Adherence: Ensure that Service Level Agreements are met for all customers.
- Hardware Deployment: Set up, deploy, and replace Windows desktops and laptops.
- Software Installation: Install Windows operating systems, Microsoft Office Suite, and other applications.
- Network Equipment: Install network equipment such as switches, firewalls, and wireless access points.
Required Skills and Qualifications:
- Technical Proficiency: Hands-on experience with Windows OS, applications, and networking hardware.
- Problem-Solving: Strong analytical and problem-solving abilities.
- Communication: Excellent verbal and written communication skills.
- Organization: Ability to prioritize tasks and meet deadlines.
- Customer Service: A commitment to providing exceptional customer support.
- Attention to Detail: Meticulous attention to detail.
- Self-Motivation: Highly self-motivated and driven.
