IT Support Analyst

Role Overview

• Contribute to the management of internal IT services.
• Act as the second point of contact for employees requiring technical assistance.
• Responsible for diagnosing, resolving, and documenting Level 2 incidents and requests, while providing direct support for workstations and user accounts.
• Provide excellent customer service at all times.
• Deliver Level 2 technical support to employees (PC, network, hardware) via phone, email, Microsoft Teams, or onsite.
• Maintain and administer IT platforms used by the IT team.
• Provide technical guidance and training to internal users.
• Install and configure workstations and IT equipment.
• Manage user account-related requests.
• Collaborate with various teams across Keyloop.
• Ensure adherence to SLAs (Service Level Agreements).
• Monitor and resolve user incidents (remotely or onsite).
• Track, document, and manage tickets via the ITSM tool.
• Maintain user and system security.
• Recommend improvements to IT processes.

Requirements

• Minimum 3 years of experience in administration Microsoft O365 and Azure
• Good knowledge of Microsoft O365 products
• Solid understanding of Active Directory (user management, groups, security)
• Knowledge of corporate networks (TCP/IP, network protocols)
• Experience with Windows and macOS
• Ability to generate O365 reports (analysis, audits, projects)
• Excellent documentation and technical writing skills
• Experience with help desk/ticketing tools
• Ability to manage small projects and mentor junior team members.
• Knowledge of AS400 and Lotus Notes (nice to have)

Tech Stack

• Azure
• ITSM
• MacOS
• TCP/IP

Benefits

• Collaborate and learn from industry experts from all over the globe.
• Get the training and support you need to try new things, adapt to quick changes and explore different paths.
• An inclusive culture within our business, celebrating different employees and lifestyles every day.
• People should be paid based on their performance so the pay and benefits reflect this.