Technical Support Analyst

We are seeking a Technical Support Specialist to provide advanced technical support to end users for hardware, software, and network issues. This role will involve troubleshooting and resolving complex technical issues related to desktops, laptops, mobile devices, and peripheral equipment. The candidate will also assist with the setup, configuration, and maintenance of end-user devices and software applications, ensuring the efficient operation of IT systems.

• Advanced Technical Support:
  Provide support for hardware, software, and network issues related to desktops, laptops, mobile devices, and peripheral equipment.
• Troubleshooting:
  Troubleshoot and resolve complex technical issues and assist end users in resolving their problems.
• User Account Management:
  Manage user accounts and permissions in Azure Active Directory/Entra  other relevant systems, including cloud-based technologies.
• Application Deployment and Management:
  Deploy, configure, and update software applications and operating systems on end-user devices, ensuring compliance with software licensing agreements and organizational policies.
• Hardware and Software Maintenance:
  Perform routine maintenance and updates on end-user hardware and software, coordinating with vendors for hardware repairs and replacements as needed.
• Documentation and Training:
  Create and maintain technical documentation, user guides, and knowledge base articles. Provide training and guidance to end users on the effective use of technology and software.
• Customer Service:
  Provide exceptional customer service and support to end users, ensuring timely solutions and clear communication to understand user needs.

• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
• Experience with Active Directory, group policy management, and network troubleshooting.
• Familiarity with Microsoft Intune and Auto Pilot for device management.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Familiarity with IT service management (ITSM) frameworks (e.g., ITIL).
• Exceptional documentation skills with a keen attention to detail and accuracy.
• Ability to work independently andmac
  
  OSas part of a team.

• Relevant certifications such as CompTIA A+, Microsoft Certified:
  Windows 10 or other IT certifications would be an advantage.
• Experience with Cloud technologies or mobile device management solutions would be a plus.

Microsoft Certified:
Windows 10 or other relevant certifications (e.g., Comp A+, ITIL certifications) would be an advantage.