Technical Support Analyst, Information Technology

As a Technical Support Analyst, you will be part of the Information Technology team, ensuring the seamless operation of our IT support function by providing dedicated first- and second-line IT support to Prescient employees worldwide. This role requires working in UK/US shifts to cater to our global workforce effectively.

Your responsibilities will include providing professional support for a whole range of Microsoft 365 applications, such as Outlook, Word, Excel, PowerPoint,

To learn more about Prescient, please visit us at: www.pr escienthg.com .

Example Responsibilities

The following are example responsibilities of this position and are, as such, not meant to be exhaustive, nor convey every responsibility that may vary over time, without changing the essence of this position:

Troubleshooting and Issue Resolution

• Provide first and second-line support for technical issues, both remotely and in person
• Identify, diagnose and resolve hardware, software and network-related issues
• Escalate complex issues to higher-level support or technical teams as necessary
• Guide users through step-by-step troubleshooting

Customer Service

Serve as the primary point of contact for internal team members regarding technical issues

Communicate effectively with users to gather information about problems and provide status updates

Ensure customer satisfaction by providing timely and effective solutions

System Monitoring and Maintenance

Monitor the health of IT systems, software applications and networks

Proactively identify potential problems and take steps to resolve them before they affect users

Documentation and Reporting

Use HaloITSM effectively to track support requests, solutions provided and system changes

Create and update knowledge-based articles, guides and FAQs to help users resolve common issues

Generate reports on recurring issues and recommend process improvements

Training and Support

Provide training and assistance to end-users on how to effectively use systems, applications and hardware

Educate users on best practices for system security, data management and software usage

Software and Hardware Installation

Assist with the installation and configuration of new software applications, operating systems and hardware

Ensure proper functionality and compatibility with existing systems

Network Support

Assist in troubleshooting network connectivity issues, including Wi-Fi, VPN and other network services

Ensure network configurations are properly set up and functioning as intended

Collaboration and Coordination

Demonstrate a willingness to learn and assist other IT team members, including system administrators, developers and engineers to resolve complex issues

Collaborate with vendors or third-party service providers to provide advanced technical support and escalation when necessary

Security and Compliance

Ensure that security protocols are followed, such as user account management, data protection and system access control

Report and escalate any potential security alerts to the appropriate teams

Education, Experience, Knowledge and Other Skills

The following criteria outline the minimum hiring criteria for this position, unless otherwise stipulated below as preferred or a plus :

• Undergraduate or advanced degree in information technology, computer science or a related discipline, with 2 or more years of relevant work experience
  
• Strong knowledge of Microsoft 365 applications including MS OneDrive and MS SharePoint. Also, experience providing support within cloud environments such as MS Entra ID, MS Intune and MS Autopilot is required
  
• Working knowledge of security software applications, including email security, anti-virus solutions and secure internet communication tools, is preferred. Experience working with HaloITSM and Cisco Meraki is an advantage
  
• A good understanding of networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP and QoS is a plus
  
• Microsoft certifications such as Microsoft 365 Certified Administrator, Administrator Expert, Endpoint Administrator Associate are highly desirable.