IT Analyst
Role Overview
We are seeking an IT Analyst to provide technical support to employees located in the US and Europe. The role involves remote troubleshooting, incident management, and assisting end-users with hardware, software, network, and application issues. The ideal candidate will be customer-focused, detail-oriented, and capable of delivering timely L1 support while documenting and improving support processes.
Positions
2 Openings
Experience
Junior (1-3 years)
Location
Bangalore
Type
Full-time
Setting
On-site
Shift
Rotation Shift
Schedule
6 day’s working
Key Responsibilities
Provide support to employees via phone, Teams, and email in a courteous and professional manner.
Assist end-users with laptop issues, applications, networks, and MS Outlook as the first point of contact for IT support.
Troubleshoot Windows and Mac computers remotely.
Manage Active Directory tasks, including creating users, resetting passwords, managing permissions, and handling user onboarding and offboarding.
Configure and troubleshoot DHCP settings and network connectivity.
Learn and support organization-specific hardware and software systems.
Develop effective communication with users to understand and document their technical issues.
Prioritize, schedule, and escalate problems to next-level analysts when required.
Record, track, and document all support activities, including decisions and actions taken, through to resolution.
Apply diagnostic utilities at the desktop level, including installing/upgrading software, installing hardware, implementing backups, and configuring systems and applications.
Perform preventative maintenance, including cleaning workstations, printers, and peripherals.
Test fixes to ensure problems are resolved and perform post-resolution follow-ups.
Develop knowledge base (KB) articles for frequently asked questions and recurring issues.
Good-to-Have Skills
Exceptional written and oral communication skills.
Excellent interpersonal abilities with a focus on relationship building, active listening, and effective inquiry.
Excellent documentation skills.
Ability to present technical concepts in user-friendly language.
Highly self-motivated and detail oriented.
Qualifications
Must be a graduate in any discipline.
2 to 3 years of experience in IT support or a related field.
Experience providing IT support to users in global locations is preferred.
Ability to quickly absorb, retain, and apply technical information.