Infrastructure & Support Analyst
1 month ago
**Responsibilities/Accountabilities**:
- Act as primary point of contact for onsite and roaming user-related technical issues including hardware and software problems, network connectivity, and system errors
- Respond to user inquiries and provide prompt, accurate, and professional technical support via various channels
- Track and manage user inquiries and issues using help desk software and ticketing system
- Diagnose and troubleshoot user-reported problems, utilizing appropriate testing tools and methodologies to identify the root cause of issues
- Document user issues, resolutions, and troubleshooting steps in a comprehensive and organized manner
- Maintain and develop an inventory of network hardware and software
- Configure and distribute workstations and laptops
- Onboard and train new employees
- Help design and implement scalable technology infrastructure solutions
- Establish and enforce security/ cybersecurity lens
- Collaborate with IT Team for infrastructure improvements and driving operational efficiency
**‘Must Have’ Skills and Qualifications**:
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to technical and non-technical users
- Strong customer service orientation and a passion for delivering exceptional user support
- Proven problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues
- Ability to work both independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines
- Knowledge in supporting LAN and WAN solutions
- Experience using Microsoft Active Directory, Office 365 & Microsoft Entra ID
- Familiarity with help desk software and ticketing systems
- Understanding of security/cybersecurity principles
- Research skills and up-to-date knowledge on technology advancements
- Degree/Diploma in a relevant field or equivalent practical experience
**’Nice to Have’ Skills and Qualifications**:
- Experience with Modern Enterprise Grade Switches and Firewalls
- Experience with Docker or other containerization technology
- Experience with MDM solutions
- Experience with Endpoint backup and Endpoint EDR systems
- Experience with scripting in Windows and Linux
- Experience with VMWare Workstation or Fusion
- Experience with Microsoft Hyper-V or VirtualBox
For more info on Intelliware, check out our Careers Page and Instagram.
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