Senior Support Analyst

Description

YOUR ROLE, YOUR MOOD: * Respond to and log internal team incidents and problem reports via ticketing system, email, and chat; * Conduct initial analysis to identify the nature of the request, classifying it as an incident, question, or improvement request; * Classify and prioritize tickets based on criticality, business impact, and urgency; * Resolve low-, medium-, and high-complexity issues using internal knowledge bases and documentation; * Escalate requests to the engineering team when necessary, ensuring complete information and detailed preliminary analysis are provided; * Document applied solutions and continuously update the knowledge base; * Provide internal user support for company tools, systems, and processes. TO MATCH WITH US, YOU NEED: * Prior experience in technical support, service desk, or internal support roles; * Completed undergraduate degree in Technology-related fields; * Windows 10 and 11 operating systems; * Microsoft 365 suite; * Active Directory (user, group, and permission management); * Networking / VPN; * Computer and laptop installation and configuration; * Printers and peripherals; * Remote access tools; * Basic knowledge of network infrastructure and Wi-Fi; * IT asset inventory and management. Minimum Education Level: Undergraduate Degree * Corporate University * Dr. Alper * Transportation Allowance * Online Therapy * Hybrid Work Model * Brand Discounts * Day Off * Dental Insurance * TotalPass * Online Psychotherapy * Medical Insurance * Meal Allowance