IT Support Analyst

We're partnering with an International MSP who is looking for an IT Support Analyst. You would become a trusted technical advisor to their diverse client base. In this role, you will deliver exceptional remote and on-site technical support while building and maintaining strong client relationships. You'll be part of a collaborative team that values innovation, continuous improvement, and shared success. This position offers the opportunity to work with cutting-edge technologies, mentor junior team members, and contribute directly to client satisfaction and business growth.

Responsibilities:

• Client Support & Service Delivery: Provide comprehensive helpdesk and service desk support via email, phone, and remote tools, responding to technical requests in a timely and professional manner
• Technical Troubleshooting: Diagnose and resolve complex technical issues across Windows environments, networks, and server infrastructure
• Infrastructure Management: Support and maintain client technology infrastructure, including network and server systems, ensuring optimal performance and uptime
• Software & System Administration: Manage software installations, updates, and patches; administer Active Directory, Exchange, and Office 365 environments
• Asset & Change Management: Facilitate asset management tasks and support the implementation of new technologies across client environments
• Vendor Coordination: Liaise with third-party vendors, suppliers, and support contractors to resolve issues and manage relationships
• Ticket Management: Log, categorize, and manage service requests through ConnectWise helpdesk system with attention to quality and customer service
• Professional Development: Stay current with emerging technologies and industry best practices through ongoing training and skill development
• Organizational Values: Uphold company values and maintain confidentiality of internal and external information

Experience

• 3-5 years of hands-on IT support experience in a client-facing technical support role
• Proven experience supporting Microsoft Office and Windows Infrastructure environments in a professional setting
• Demonstrated experience with helpdesk/service desk operations and ticket management systems
• Experience providing technical support to end-users via phone, email, and remote support tools
• Preferred: Prior experience working in a Managed Service Provider (MSP) environment

Technical Skills & Knowledge

• Windows Administration: Strong technical knowledge and troubleshooting skills in Windows Server and Windows client operating systems
• Active Directory: Hands-on experience with user and group administration, group policies, and domain management
• Cloud & Collaboration: Proficiency with Microsoft Office 365, Exchange Server, and Microsoft Teams
• Network & Infrastructure: Working knowledge of network concepts, TCP/IP, DNS, and basic server management
• Hardware Support: Hands-on experience with computer hardware setup, configuration, and troubleshooting of peripherals and devices
• Ticketing Systems: Proficiency with helpdesk software (experience with ConnectWise is a plus)