Support Analyst

Role Overview

We are seeking an experienced IT Service Desk / IT Operations Specialist to support business‑critical systems in a fast‑paced environment. This role sits within the IT Operations team and focuses primarily on 2nd line support, with the flexibility to provide 1st line support when needed.

You will deliver both remote and on‑site technical assistance, ensuring smooth day‑to‑day IT operations and consistently high service levels for end users. The role requires a hands‑on, adaptable professional who can prioritize effectively, troubleshoot under pressure, and collaborate with internal stakeholders as well as external vendors.

Key Responsibilities

Service Desk & User Support

• Serve as a key point of contact for IT support via phone, email, remote tools, and ticketing systems
• Provide 1st and 2nd line support across hardware, software, and network issues
• Log, prioritize, and manage incidents in line with SLA requirements
• Escalate complex issues to appropriate teams when necessary

Technical Support & Troubleshooting

• Perform diagnostics and troubleshooting for desktop, network, and end‑user systems
• Deliver both remote and deskside support, including follow‑ups after resolution
• Install, configure, and maintain computer systems and peripherals
• Investigate basic network issues and respond to incidents accordingly

Operations & Infrastructure Support

• Monitor and maintain IT infrastructure, including servers, network devices, storage, and UPS systems
• Respond to alerts and ensure system availability with minimal downtime
• Coordinate with third‑party vendors for maintenance, repairs, and service requests

Documentation & Continuous Improvement

• Maintain clear documentation of incidents, solutions, and processes
• Contribute to knowledge base development
• Participate in operational meetings and improvement initiatives
• Support IT projects and ad hoc tasks as required

Qualifications

• Diploma in Information Technology or a related field (or equivalent experience)
• Certifications are a plus, such as:
• Microsoft 365 / Modern Desktop Administration
• Azure Fundamentals
• Networking certifications (e.g., CCNA)

Experience

• Minimum 5 years of experience in IT Service Desk or IT Support roles
• Hands‑on experience with ticketing systems and support tools
• Experience in operational or logistics environments is advantageous but not required

Technical Skills

• Strong knowledge of Windows OS and Microsoft Office
• Familiarity with Active Directory, Citrix, and Remote Desktop/Terminal Services
• Understanding of incident and request management processes
• Solid grasp of TCP/IP and networking fundamentals
• Experience supporting desktops, laptops, printers (including label printers), and mobile devices (iOS/Android)
• Knowledge of desktop imaging and PC configuration
• Exposure to RF devices and barcode scanners is a plus

What We Offer

• Opportunity to work in a dynamic, business‑critical IT environment
• Broad exposure to infrastructure, end‑user support, and vendor coordination
• A stable role with opportunities for technical growth and development
• Clear pathways to deepen expertise within IT Operations