End User Computing / AV Support Analyst

Role and Responsibilities

. Provide technical support for computers, networks (LAN/WiFi), and business apps.

. Make updates or changes to company systems as needed.

. Set up computers with standard company software.

. Install and configure hardware/software for users efficiently and professionally.

. Troubleshoot and fix IT problems.

. Maintain and monitor IT systems, hardware, and applications.

. Support video and audio-conferencing events.

. Manage external IT providers (e.g., service desk).

. Answer tech-related questions and meet service standards.

. Train users on company systems and software.

. Manage IT inventory.

. Be available for support outside regular working hours if needed.

. Monitor communication and conferencing systems to ensure they work well.

. Support users in both local and remote offices.

. Handle user-reported incidents and service requests.

Job requirements

. Basic knowledge of desktop support and LAN/WiFi systems.

. Strong understanding of computer hardware, Windows, Mac, and common software.

. Familiar with smartphones/tablets, Android, and iOS devices.

. Good experience using video conferencing tools like Zoom and MS Teams.

. Hands-on experience with Office 365 and Azure admin portals.

. Able to learn new tech skills and work independently.

. Works professionally, follows procedures, and keeps accurate records.

. Comfortable solving problems in a complex IT environment across multiple systems.

. Team player who shares knowledge and learns from others.

. Strong verbal and written communication skills.

. Maintains professionalism, stays calm under pressure, and handles conflict well.

Qualifications and Experience

. IT / engineer related diploma from polytechnic or degree from university

. Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.

. ITIL Foundation V4 would be beneficial

. Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.

. Maintaining a good network of contacts within IT and within the business

. It is beneficial to have experience in the following technical support areas - Windows operating systems, LAN / WiFi , Office 365, products, Internet Web Browsers, Zoom,

. Preferably has background and knowledge in IP-based Unified Communication, Telephony, Audio Visual and Video Conferencing technology

Preferred Skills

. Excellent people, communication, and presentation skills.

. Experience with Power Automate, Python and PowerShell will be a plus.

. Analytical, proactive, detail-oriented, and eager to learn new technologies.

. Ability to work independently, takes initiative, stays positive, and collaborates well with others