IT Partner Helpdesk Support Senior Analyst

The IT Support role involves handling more complex technical issues within a Windows environment, providing in-depth troubleshooting, and supporting advanced system administration tasks.Key Responsibilities

Advanced Troubleshooting:

Manage and resolve incidents, including complex hardware, software, and network issues.

Conduct detailed diagnostics to identify and resolve root causes of recurring or complex problems.

Resolve advanced Windows operating system issues, including system crashes, blue screens, and software conflicts.

Provide remote and on-site support as necessary to resolve issues that cannot be handled at Level 1.

System Administration:

Manage and troubleshoot issues related to Windows Server, including Active Directory, DNS, DHCP, and Group Policy.

Perform advanced tasks such as system imaging, software deployment, and virtual machine management.

Oversee backup and recovery procedures to ensure data integrity and availability.

Implement and manage security measures, including antivirus, patch management, and encryption.

Network and Security Support:

Diagnose and resolve network-related issues, such as IP conflicts, VPN connectivity problems, and firewall settings.

Monitor and respond to security alerts, and assist in mitigating potential threats.

Assist in maintaining network performance by troubleshooting issues and ensuring optimal configurations.

Documentation and Reporting:

Maintain thorough documentation of technical issues, resolutions, and procedures for future reference.

Generate reports on incident trends, system performance, and user satisfaction to identify areas for improvement.

Collaborate with Level 1 support and other IT teams to improve overall service delivery.Qualifications

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

Relevant certifications such as Microsoft Certified Solutions Associate (MCSA), CompTIA Network+, or similar are highly valued.

Experience:

3-5 years of experience in an advanced technical support role, specifically within a Windows environment.

Technical Skills:

Strong proficiency in Windows operating systems (Windows 10, Windows Server 2016/2019).

In-depth knowledge of Active Directory, Group Policy, DNS, DHCP, and Microsoft Office 365.

Advanced understanding of networking principles and security best practices.

Experience with system imaging, software deployment, and virtual machine management.

Soft Skills:

Strong communication skills with the ability to explain complex technical issues to non-technical users.

Ability to manage multiple priorities in a fast-paced environment.

High level of professionalism and customer service orientation.

Availability:

Willingness to work in shifts, including nights and weekends, as required.

On-call availability for urgent issues.

Requirements

B.Sc/BE/B-Tech in computer science/Electronics or equivalent.

Additional information

3-5 years of experience