Role Overview
We are looking for a Customer Support Analyst (Intermediate) to provide technical support for hardware, software, and end-user systems. This role involves troubleshooting, issue resolution, and supporting enterprise users in a fast-paced, team-oriented environment.
Key Responsibilities
We are looking for a Customer Support Analyst (Intermediate) to provide technical support for hardware, software, and end-user systems. This role involves troubleshooting, issue resolution, and supporting enterprise users in a fast-paced, team-oriented environment.
Key Responsibilities
- Provide Tier 2 technical support for desktops, laptops, and related systems
- Troubleshoot and resolve hardware, software, and network-related issues
- Install, configure, and support operating systems and applications
- Monitor and manage Service Desk tickets and ensure timely resolution
- Support printers, mobile devices, and other IT hardware
- Assist with audio/video conferencing (AV/VC) setup and troubleshooting
- Perform root cause analysis and recommend preventive solutions
- Maintain technical documentation and knowledge base
- Coordinate with internal IT teams and vendors for issue resolution
- Strong knowledge of Windows 10/11 and Microsoft Office 365
- Experience with desktop/laptop support and troubleshooting
- Understanding of LAN/WAN environments and networked devices
- Ability to handle medium to complex technical issues independently
- Good communication and documentation skills
- Ability to work in a team-oriented environment
- 1+ year experience in workstation support / IT support
- 1+ year experience in customer support with Windows & O365
- Relevant certifications (CompTIA A+, Network+, MCDST)
- Associate or Bachelor's degree in IT / Computer Science or related field