Technical Support Analyst

Job Overview:
This role provides essential first-line IT support, ensuring day-to-day systems operate efficiently with minimal disruption. You will be the main point of contact for all technical queries and support requests, offering assistance both on-site and remotely.

Key Responsibilities:

• Serve as the first point of contact for all helpdesk queries and incidents via face-to-face support, phone, and email.
• Install, configure, procure, and maintain desktop and laptop computers.
• Resolve technical issues and service requests using the internal helpdesk system.
• Maintain an up-to-date inventory of hardware and software, ensuring all applications are approved and correctly licensed.
• Provide support for telephony systems, audio-visual equipment, projectors, and video conferencing technology.
• Liaise with external IT service providers and vendors when needed.

Skills & Competencies:

• Strong experience supporting Windows-based desktops and servers.
• Confident using Windows Desktop (Enterprise), Microsoft Office, and Google Workspace.
• Excellent diagnostic and problem-solving skills.
• Previous experience using ticketing/helpdesk tools and familiarity with ITIL practices.
• Basic understanding of networking principles including TCP/IP, DNS, and DHCP.
• Ability to communicate technical information clearly to users at all levels.

Desirable Experience:

• Windows Server administration
• Firewalls (Checkpoint, Palo Alto)
• Active Directory
• Telephony systems
• IT security practices
• Virtualisation (VMware)
• Mobile Device Management (MDM) platforms
• Mobile operating system support (iOS and Android)