IT Support Analyst

What you will be doing...

Analysis & Requirements

• Work with business stakeholders to understand needs, pain points, and priorities.
• Translate business requirements into clear functional and technical specifications.
• Analyze current systems and processes and recommend improvements or new solutions.
• Support feasibility studies and impact assessments for new initiatives.

Systems & Application Support

• Act as a subject matter expert for assigned applications and platforms.
• Troubleshoot and resolve complex incidents and problems, coordinating with vendors when needed.
• Perform root cause analysis and implement long-term fixes, not just quick workarounds.
• Monitor system performance and capacity and suggest improvements.

Projects & Changes

• Lead or support IT projects and change requests from analysis through implementation.
• Prepare and maintain documentation: requirements, test cases, user guides,and technical runbooks.
• Coordinate and perform testing (UAT), and support business users during go-live.
• Ensure changes follow internal standards, security guidelines, and change management processes.

Security & Compliance

• Ensure solutions follow security, privacy, and compliance requirements.
• Support audits by providing documentation and evidence when needed.
• Promote good security practices within the team and with business users.

Collaboration & Stakeholder Management

• Act as a bridge between business teams, IT operations, development, and vendors.
• Communicate clearly about priorities, timelines, risks, and impacts.
• Manage expectations and escalate issues when needed, with clear options and recommendations.

Continuous Improvement & Standards

• Identify opportunities to automate manual tasks and streamline workflows.
• Contribute to IT standards, templates, and best practices.
• Keep up to date with relevant technologies and suggest where they can add value.

What you will need...

Education & Experience

• Completed vocational training, college degree, or equivalent experience in IT, computer science, or a related field.
• Minimum of 4–6 years’ experience in a similar IT support / infrastructure role.
• Experience working with IT ticketing systems and following ITIL-based processes (ITIL = a common framework for managing IT services).
• Advanced knowledge of Microsoft Windows Server (2019–2025), including Active Directory, DNS, DHCP, and Group Policy.
• Advanced knowledge of Microsoft Windows desktop operating system.
• Experience with networking technologies, including switching, routing, firewalls, and VPN.
• Experience with virtualization platforms such as VMware and Hyper-V.
• Experience working with Microsoft 365 environments.

Nice to Have (Preferred)

• ITIL Foundation certification or similar.
• Microsoft, Security and Cloud certifications.
• Experience in a global or multi-site enterprise environment.
• Experience in the security industry or with physical security systems (access control, CCTV).
• Hands-on experience administering or supporting Linux systems (servers and workstations).

Technical Skills

 

• Strong knowledge of Windows Server and Workstation operating systems,
• including user account management and advanced troubleshooting.
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• and common business applications.
• Advanced understanding of networks (Wi-Fi, VPN, IP addresses, DNS) and
• how to troubleshoot common connectivity issues.
• In-depth knowledge of virtual environments.
• Experience with endpoint security tools (antivirus, patching, encryption, MFA /
• multi-factor authentication).
• Ability to install, configure, and troubleshoot laptops, desktops, mobile
• devices, and printers.
• Basic understanding of Security Frameworks (ISO27001, SOC2, etc.)