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Technical Support Analyst
2 months ago
Position Overview
As a Technical Support Analyst at LNRS Data Services Ltd, you will play a crucial role in delivering high-level technical support to address intricate IT challenges. Your responsibilities will encompass diagnosing, analyzing, and resolving both software and hardware issues to guarantee uninterrupted functionality for end users. Additionally, you will assist in the creation and upkeep of support documentation to enhance service delivery.
Key Responsibilities
- Providing assistance to users through diagnostic tools and verbal instructions to troubleshoot issues effectively.
- Facilitating the connection of mobile devices (iOS, Android, Windows) to the corporate network.
- Participating in Service Desk operations, which include End User Support, Integration Monitoring, and managing Ticket Status.
- Supporting processes that enhance the end-user experience, such as account creation, distribution, password resets, and product authorization.
Required Qualifications
- Strong communication and customer service abilities.
- Prior experience in a Level 1 Support capacity, particularly with Windows and Mac OS in a remote support environment.
- Proficiency in MS Windows 10 & 11 and Office 365 desktop management.
- Familiarity with Virtualization technologies (Citrix) and Virtual Desktop support.
- Experience in troubleshooting Outlook, including connectivity issues with Exchange/Office 365 and VPN access using multifactor authentication.
- Knowledge of ITSM tools such as TOPdesk, Service Now, or Remedy, along with experience in managing mobile devices (iOS, Android, Windows) within an enterprise setting.
- Competence in supporting macOS productivity applications, including Adobe Creative Suite/Creative Cloud and Microsoft Office, as well as Azure Active Directory administration and Windows networking.
