Support Analyst

Description

Job Summary: A technical support professional focused on agile and effective support, handling low- and medium-complexity IT incidents and service requests. Key Highlights: 1. Agile and effective support for internal and external users 2. Single point of contact between users and technical teams 3. Focus on resolving low- and medium-complexity requests We are seeking a **Support Analyst** to work on the front line of technical support, ensuring agile, effective, and high-quality support for internal and/or external users. This professional will be responsible for initial response to IT incidents and service requests, working remotely (via phone, email, chat, or remote access), focusing on resolving low- and medium-complexity issues and correctly escalating critical tickets. **Main Responsibilities** * Identify, log, and categorize tickets in the ticket management system * Provide initial support for incidents received via phone, email, chat, or web * Consult knowledge base for problem diagnosis and resolution * Resolve Level 1–eligible tickets via phone or remote access * Keep users informed about ticket status * Ensure accurate and complete logging of information * Maintain updated technical documentation and procedures * Act as single point of contact between users and technical teams * Escalate higher-complexity incidents per defined procedures **Requirements** * Prior experience with Service Desk or Level 1 Technical Support * Knowledge of computer networks * Knowledge of computer maintenance * Experience with collaborative tools (Office 365 and/or Google Workspace) * Experience with ticket management systems * Basic understanding of Information Security **Preferred Qualifications** * Training or courses in Networks, Infrastructure, or Development * Certifications or courses in IT * Knowledge of safety standards (NR 35, NR 18 – if applicable to the environment) Minimum Education: Bachelor’s degree * Medical assistance * Parking * Commuter allowance * Meal voucher * Breakfast