Reporting to the Integral IT Manager, the IT systems analyst will be responsible for providing support to the end users to work effectively and ensuring that the systems in their area guarantee the daily continuity of the company's operations.
**Responsibilities**:
- Provide first-line and second-line technical support to end users, addressing hardware, software, network, and system issues.
- Troubleshoot and resolve a wide variety of technical issues, both remotely and in person, ensuring mínimal disruption to business operations.
- Basic configuration and maintenance of network infrastructure, including switches, routers, firewalls, VPN, and wireless networks.
- Diagnose and troubleshoot network-related issues, including connectivity problems, slow performance, and service disruptions, ensuring mínimal downtime.
- Manage software licenses and ensure the latest versions of critical software are installed and operating correctly.
- Track and manage hardware inventory to facilitate the purchase of new equipment as necessary.
- Create and maintain detailed technical documentation for systems, processes, and procedures to ensure consistency and ease of reference for the team.
**Job Resposibilities II**:
- Develop and update user guides and knowledge base articles to assist employees with common technical issues, ensuring self-service options are available for users.
- Provide training and guidance to end users on the effective use of IT systems, software, and devices.
- Properly escalate unresolved queries to the next level of support.
- Utilize excellent customer service skills and exceed customer’s expectations.
- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
- Work with departmental staff to promote, develop, and maintain strong customer service values.
- Participate in the deployment of new IT solutions and technology in the Corporate offices.
**Skills**:
- Proven experience in troubleshooting hardware, software, network issues and user support.
- Exceptional problem-solving and diagnostic abilities with the ability to resolve a wide range of technical issues efficiently.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users clearly and concisely.
- Proficiency in technical documentation and creating knowledge base articles for users and team members.
- Fluent in English, with excellent technical English for communication (reading, writing, and speaking) in a professional support context.
- In-depth knowledge of Microsoft Operating Systems (Windows 10/11, Server environments), including installation, configuration, and troubleshooting.
- Knowledge of service management tools such as ServiceNow, including incident management, ticketing, and self-service portal administration.
- Experience with ITIL best practices for incident, problem, and change management processes, ensuring efficient service delivery.
- Knowledge in networking and system troubleshooting (TCP/IP, DNS, DHCP, VPN, routing and switching).
- Hands-on experience with Mobile Device Management (MDM) tools, such as Intune, for managing and securing mobile devices.
- Ability to identify system and network issues, including diagnosing and coordinating troubleshooting with Corporate Infrastructure Engineers.
- Strong customer service orientation with a focus on user satisfaction and timely resolution of issues.
- Ability to support remote employees, including providing remote desktop support, configuring VPN solutions, and troubleshooting access issues.
- Team player with a collaborative mindset and willingness to work across departments to resolve complex technical issues.
**Additional Skills**:
- Ability to maintain a high level of customer service.
- Excellent critical thinking and problem-solving abilities, capable of independently identifying root causes and implementing effective solutions quickly.
- Able to work autonomously and manage individual tasks effectively, while also contributing to team-based efforts when collaboration is required.
- Highly organized and detail-oriented, with the ability to maintain clear and up-to-date records of support cases, troubleshooting steps, and resolutions.
- Demonstrates the ability to quickly adapt and work effectively in a multicultural environment, respecting diverse perspectives and collaborating across different teams and cultural backgrounds.
- Proven ability to take ownership of issues.
- Serves as a technical resource and mentor to other team members, sharing knowledge, providing guidance, and collaborating to improve the overall technical proficiency of the team.
- Certifications in IT support areas (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, Cisco CCNA, etc.) are a plus.
**Education and Experience**:
- Bachelor’s degree in IT, Telecommunications or Com