Technical Support Analyst

The Technology Support Analyst is responsible for day-to-day PC hardware and software support. This includes imaging, installing, diagnosing, repairing, maintaining, and upgrading personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extremely high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The individual will also be required to assist the Global IT Service Desk by providing 1st line phone support to our customers. This person will also be a mentor to new staff members and assist in the training of new staff. The candidate will occasionally assist with conference technology setup and support. Primarily, the position will cover the 10am-6pm shift, but the person should be able to undertake other shifts as required. The candidate will be part of a weekend coverage Rota. They may also be required to work overtime during the weekdays or weekends when needed.,

• Proficient in Windows 10 OS and core application suite, including the Microsoft Suite and various firm applications.
• Intermediate knowledge of Remote Computing, including Zoom, WebEx, Skype for Business, and Citrix.
• Intermediate PC troubleshooting skills and assist other team members in troubleshooting and diagnosing issues.
• Intermediate knowledge of iOS setup and troubleshooting.
• Knowledge of networks, including wireless experience.
• Intermediate knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings, solutions, and processes.
• Adheres to the call ticketing system for each incident (eg request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as-needed basis.
• Ability to set up and troubleshoot video and audio in conference rooms.
Technologies/Software.


• Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
• Knowledge and the ability to support the Microsoft operating system, including networking components, hardware, and peripheral devices.
• Knowledge and experience in a conference centre environment.
• Knowledge in remote meeting platforms, including Zoom, WebEx and Skype for Business.