Technical Support Analyst

About the role

The Technical Support Analyst provides day‑to‑day technical assistance to users across the organization, handling hardware, software, and networking issues. You will work independently and as part of a team to ensure rapid resolution of tickets while maintaining a high level of customer service.

Key responsibilities

• Respond to user inquiries via phone, chat, email, or ticketing system.
• Diagnose and resolve hardware, software, and network problems.
• Configure and update operating systems and applications.
• Document issues and solutions in the knowledge base.
• Escalate complex cases to higher‑level support teams.
• Provide training and guidance on IT tools and best practices.
• Monitor ticket trends, report anomalies, and maintain accurate asset records.
• Collaborate with IT staff to suggest process improvements.

Required profile

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• 1‑3 years of experience in technical support or help‑desk environments.
• Strong communication and problem‑solving abilities.
• Customer‑focused attitude and ability to work both independently and in a team.
• Relevant certifications such as CompTIA A+ or Microsoft Modern Desktop Administrator Associate are a plus.

Required skills

• Proficiency with Windows, macOS, and iOS operating systems.
• Understanding of networking concepts and troubleshooting.
• Experience with ticketing and asset‑management systems.
• Hardware diagnostics and software configuration.
• Ability to create and maintain knowledge‑base articles.
• CompTIA A+ certification (optional).
• Microsoft Certified: Modern Desktop Administrator Associate (optional).

What we offer

• Opportunity to develop technical skills in a dynamic environment.
• Exposure to a wide range of IT platforms and tools.
• Supportive team culture with mentorship opportunities.