Support Analyst Jobs

About The Position

Requirements

• Bachelor’s degree, diploma, or educational equivalent
• Minimum 3 years’ experience in similar position / role
• Ability to travel up to 5% of the time
• Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
• Best-class customer service
• Strong technical acumen
• Business Relationship Management
• Ability to adapt to new environments and accept new challenges
• Understanding of IT Service Management
• Ability to present and discuss technical information in a meaningful way to end-users
• Documentation, Organization and Prioritization
• Strong team-oriented, collaborative, interpersonal skills
• End-user training
• Adhere to Service Level Agreements
• Incident Management experience
• Excellent oral and written communication skills
• Self-motivated person who gains satisfaction from providing an excellent end-user experience
• Excellent problem-solving abilities
• A valid driver license and reliable transportation is required for this role.

Nice To Haves

• Experience in a global role is a plus
• ITIL certification is a plus

Responsibilities

• Represent IT to the business, and be the voice of the business to IT
• Align IT service offerings with business strategies, goals, and objectives
• Participate in and collaborate with the Global Service Delivery teams
• Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
• Receive, log, and manage incidents and service requests using ServiceNow
• Maintaining an asset inventory and track changes
• Develop and maintain documentation / KB articles
• Troubleshoot basic network issues
• Escalate unresolved calls to the next level of support
• Drive customer adoption and compliance
• Develop and facilitate training sessions
• Responsible for business satisfaction and the end user experience
• The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams.
• Suggest improvements ideas within the team
• Suggest innovation initiatives to add value to the business
• Provide IT support for production and controls systems
• Assist with Infrastructure setup and installs

Benefits

• While relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates depending on factors such as role requirements in accordance with company guidelines.