**FULL SUPPORT ANALYST \- ON-SITE \- ALPHAVILLE** **Description** Second-level technical support role, responsible for on-site handling of highly complex incidents, VIP support, incident analysis, full equipment maintenance, and participation in infrastructure projects. **Responsibilities** * Handle and resolve medium-to-high complexity incidents (software, network, and hardware). * Advanced support for Windows and macOS (user profiles, permissions, Active Directory, folders, policies). * Prepare devices using corporate imaging, driver packs, and encryption (BitLocker/FileVault). * Full support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint). * Support for corporate printers (network, print queues, mapping, drivers, scanners). * Provide support to VIP users, ensuring speed, confidentiality, and excellence. * Full maintenance: component replacement, testing, hardware diagnostics. * Local network configuration and troubleshooting (Wi\-Fi, VLAN, VPN, proxy, DHCP, DNS). * Videoconferencing support (Teams Rooms, Zoom Rooms, Logitech, Poly). * Remote access, management, and troubleshooting via Intune, SCCM, or JAMF (Mac). * Technical support for corporate mobile devices (MDM, email, apps). * Triage and prioritization of tickets based on SLA, impact, and criticality. * Execution of preventive routines and inventory updates. * Documentation of procedures and records in the knowledge base. * Support IT projects, migrations, rollouts, and large-scale updates. **Requirements** * Strong experience with Windows 10/11 and macOS. * Experience supporting M365 (basic admin knowledge is a plus). * Knowledge of Active Directory, Group Policy Objects (GPO), permissions, and drive mapping. * Experience with MDM tools: Intune, SCCM, JAMF (Mac). * Knowledge of corporate printer support and associated software. * Experience in on-site and field support. * Solid understanding of basic networking: TCP/IP, VPN, VLAN, DHCP, DNS. * Familiarity with ITIL and SLA-based operations. **Soft Skills** * Customer focus; * Verbal and written negotiation and communication; * Strong interpersonal skills; * Sound reasoning and argumentation; * Creativity; * Initiative and proactivity; * Logical reasoning; * Ability to work effectively in teams; * Ability to work under pressure;