IT Support Analyst - Remote

Overview

The IT Support Analyst serves as the first and second line point of contact between the business and the IT department, focusing on incident and service request management for the APAC region.

In Short

• Log incidents and service requests using the ITSM tool.
• Check unassigned queues and reassign tickets promptly.
• Deploy and support user devices such as laptops and printers.
• Maintain relationships with third-party IT service providers.
• Resolve or escalate incidents according to SLAs.
• Perform daily checks on service desk and backups.
• Troubleshoot and repair laptops and installations.
• Administer user accounts and provide process documentation input.
• Utilize RMM tools for troubleshooting user devices.
• Troubleshoot VPN client issues and security threats.

Requirements

• Minimum 2 years of experience in IT support.
• Technical knowledge of Windows operating systems.
• Knowledge of Wi-Fi, network switches, and firewalls.
• Experience with Windows Server 2012 to 2019.
• Active Directory and Entra administration skills.
• Proficient in Microsoft Office products.
• Experience with Office 365 support and administration.
• Strong communication and customer service skills.
• Good analytical and problem-solving abilities.
• Ability to work under pressure and attention to detail.

Benefits

• Opportunities for skill development and career growth.
• Work in a collaborative and multidisciplinary team.
• Experience in a fast-growing international environment.