We're partnering with an International MSP who is looking for an IT Support Analyst. You would become a trusted technical advisor to their diverse client base. In this role, you will deliver exceptional remote and on-site technical support while building and maintaining strong client relationships. You'll be part of a collaborative team that values innovation, continuous improvement, and shared success. This position offers the opportunity to work with cutting-edge technologies, mentor junior team members, and contribute directly to client satisfaction and business growth.
Responsibilities:
- Client Support & Service Delivery: Provide comprehensive helpdesk and service desk support via email, phone, and remote tools, responding to technical requests in a timely and professional manner
- Technical Troubleshooting: Diagnose and resolve complex technical issues across Windows environments, networks, and server infrastructure
- Infrastructure Management: Support and maintain client technology infrastructure, including network and server systems, ensuring optimal performance and uptime
- Software & System Administration: Manage software installations, updates, and patches administer Active Directory, Exchange, and Office 365 environments
- Asset & Change Management: Facilitate asset management tasks and support the implementation of new technologies across client environments
- Vendor Coordination: Liaise with third-party vendors, suppliers, and support contractors to resolve issues and manage relationships
- Ticket Management: Log, categorize, and manage service requests through ConnectWise helpdesk system with attention to quality and customer service
- Professional Development: Stay current with emerging technologies and industry best practices through ongoing training and skill development
- Organizational Values: Uphold company values and maintain confidentiality of internal and external information
Experience
- 3-5 years of hands-on IT support experience in a client-facing technical support role
- Proven experience supporting Microsoft Office and Windows Infrastructure environments in a professional setting
- Demonstrated experience with helpdesk/service desk operations and ticket management systems
- Experience providing technical support to end-users via phone, email, and remote support tools
- Preferred: Prior experience working in a Managed Service Provider (MSP) environment
Technical Skills & Knowledge
- Windows Administration: Strong technical knowledge and troubleshooting skills in Windows Server and Windows client operating systems
- Active Directory: Hands-on experience with user and group administration, group policies, and domain management
- Cloud & Collaboration: Proficiency with Microsoft Office 365, Exchange Server, and Microsoft Teams
- Network & Infrastructure: Working knowledge of network concepts, TCP/IP, DNS, and basic server management
- Hardware Support: Hands-on experience with computer hardware setup, configuration, and troubleshooting of peripherals and devices
- Ticketing Systems: Proficiency with helpdesk software (experience with ConnectWise is a plus)
