XTN-8981502 | IT SUPPORT ANALYST

As a member of the IT Express team, provide support to users worldwide.

• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion

• Work as a team to provide timely and quality IT support services to users worldwide

• Install, configure, maintain, support, repair, and dispose computer hardware, software, printers, desk phones, mobile devices, and similar peripherals

• Response to service issues, requests, and tasks based on priorities and established SLA

• Educate users on IT best practices. Understand their requirements and provide appropriate solutions

• Administer user access to IT applications and systems

• Comprehend policies, standards, and follow procedures such as incident, service request, change, asset management, etc. Provide inputs to management team on improving them

• May contribute to the knowledgebase to enhance the self-help information available to users and team members

• Contribute in AI Chatbot and Voicebot development/Management

• Soft Skill Required

• Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy

• Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other team members and employees

• Unquestionable integrity in handling sensitive and confidential information required.

• Working knowledge of IT troubleshooting tools and techniques

• Good business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel

• Good customer service skills to understand issues and provide solutions. Possess strong listening skill and empathy. Able to diagnose complicated problems with users in a clear and precise manner. Always follow-up or escalate un-resolved issues to the next level in the team

• Flexible with and accepting of change in a fast paced sometimes unstructured environment

• Strong desire to learn and grow with the team as our needs and mission evolve

• Technical Skills Required

• Strong IT technical knowledge in Mac OS, Windows, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.

• Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience

• Minimum 2 years experience in providing IT support or similar technical support services to users in a fast pace and dynamic environment

• Good written and verbal communications

• Possess a professional attitude and work ethic in addition to being well organized and efficient

• Ability to deal with unforeseen situations and come up with logical solutions to these problems

• Hands-on IT technical knowledge in Mac OS, Windows, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.

• Certification or proven working knowledges in the following is a plus: Okta, Amazon WorkSpaces or similar VDI solution, and Zoom

• Basic Experience with AI Chatbot /Voicebot

• Experience in Technical Writing