Technical Support Analyst

Responsibilities

• Prepare and maintain standard hardware specifications, Standard Operating Environment (SOE) specifications, and system images.
• Provide and maintain standard hardware images and software required to support business operations.
• Coordinate and manage third-party vendors providing hardware and software maintenance support.
• Execute changes in accordance with Change Management procedures while minimizing business disruption.
• Coordinate technician and third-party vendor scheduling and dispatch for in-scope support services and locations.
• Provide walk-in support at two corporate office locations and attend to field service requests at other client locations when required.
• Provide onsite assistance and support as required.
• Maintain and update asset inventory records, including asset tagging.
• Provide support for all in-scope desktop software, hardware, laptops, and peripheral devices.
• Provide remote and onsite Level 2 support for issues that cannot be resolved by the Level 1 Service Desk.
• Restore software environments, configurations, and data following repairs or software replacement.
• Install, configure, and test desktop client applications included in the standard SOE.
• Maintain, configure, and support Mobile Device Management (MDM) solutions such as Microsoft Intune or Workspace ONE UEM, including device policies, application settings, and software deployment.
• Perform mass software deployments for departments, teams, divisions, or company-wide rollouts in accordance with Change Management procedures.
• Perform Install, Move, Add, Change (IMAC) requests.
• Perform backup, user data transfer, and data recovery activities in accordance with established procedures.
• Manage asset disposal, including coordination with third-party vendors for secure removal and disposal.
• Perform data wiping and software/data purging in accordance with customer SOPs.
• Ensure support services meet agreed Service Level Agreements (SLAs).
• Escalate system monitoring events and issues appropriately to the Service Delivery Manager (SDM), Centre Manager, Supervisor, and customer.
• Perform other IT-related tasks and activities as assigned.

Requirements

• NITEC, Higher NITEC, or Diploma in Information Technology, Information Systems, Computer Science, Business IT, or other relevant disciplines.
• 2-3 years of IT outsourcing experience, preferably in desktop or end-user support.
• Strong knowledge of Call Management, Ticket Management, and Escalation Management.
• Experience in developing and maintaining SOPs and Knowledge Base (KB) documentation.
• Good understanding of IT Service Management (ITSM) processes ITIL certification is an advantage.
• Strong customer service orientation with good interpersonal and communication skills.
• Self-motivated and proactive in resolving issues and identifying service improvement opportunities.
• Strong analytical and problem-solving skills, with the ability to respond quickly and effectively to issues and escalations.
• Good written, verbal, and presentation skills.