IT Support Analyst

Are you a problem-solver with a passion for exceptional service? We’re seeking a dynamic and highly motivated IT Support Analyst to be the front line of our technical support. This pivotal role combines first-level issue resolution with advanced second-line support, with a strong focus on empowering our external B2B clients. If you thrive in a fast-paced environment, are dedicated to ensuring seamless IT operations, and excel at fostering user satisfaction, we want to hear from you.

Key Responsibilities:

• Front-Line Client Engagement: Act as the primary point of contact for external B2B clients, ensuring prompt, professional, and effective technical assistance and communication.
• Incident & Service Request Management: Efficiently manage, triage, and resolve a wide range of IT incidents and service requests logged via Jira Service Management (JSM) and other ticketing systems. This includes troubleshooting software, hardware, network issues, access management, password resets, installations, and general system errors.
• SLA Adherence & Escalation: Proactively monitor and manage tickets to ensure resolution within defined Service Level Agreements (SLAs). Swiftly flag and escalate high-priority (P1/P2) or business-critical incidents to appropriate support teams with detailed documentation, supporting communication and coordination during major disruptions.
• Technical Troubleshooting & Debugging: Diagnose and resolve complex technical issues, collaborating closely with development, IT Operations, and third-party vendors to identify root causes and implement effective solutions.
• Knowledge Management & Documentation: Maintain accurate and clear records of issue descriptions, actions taken, and resolutions. Contribute to the creation and maintenance of a comprehensive Knowledge Base, FAQs, and technical documentation to empower user self-help and improve first-contact resolution.
• Process Improvement & Reporting: Regularly review service delivery trends, identify common issues, and contribute to ticket and performance reporting to support operational visibility. Assist in generating periodic reports and proactively recommend and help implement enhancements to increase service desk efficiency and user satisfaction.
• Cross-functional Collaboration: Partner seamlessly with internal teams (ITOps, Development, Product) and third-party vendors to fulfill service requests, address complex cross-functional issues, and deliver consistent, high-quality service to multiple business clients.
• User Communication & Guidance: Maintain timely and professional communication with users regarding ticket updates, expected timelines, and resolutions. Gather complete information to improve first-contact resolution and provide guidance on IT tools, SOPs, and best practices.

What You Bring (Required Qualifications):

• 2+ years of proven experience in a service desk or technical support role, providing end-user support and troubleshooting IT issues.
• Direct experience in a B2B IT Service Desk or customer support environment, with a focus on supporting external business clients.
• Strong familiarity with ITSM processes and service desk ticketing systems, particularly Jira Service Management (JSM) or a comparable ITSM tool.
• Solid understanding of common IT software, hardware, networking fundamentals, and operating systems (Windows, macOS, etc.).
• Proficiency in writing and executing SQL queries for basic database validation.
• Excellent interpersonal and communication skills (both written and verbal), with the ability to interact professionally and clearly with both technical and non-technical users.
• Exceptional problem-solving skills and meticulous attention to detail when diagnosing and resolving technical issues.
• Ability to prioritize and manage multiple service requests and technical issues simultaneously while consistently meeting SLAs.

Bonus Points (Preferred Qualifications):

• ITIL v3 or v4 certification (or working knowledge of ITIL principles).
• Familiarity with CI/CD tools like Jenkins or Azure DevOps.
• Experience with service reporting, managing SLAs, and supporting multiple customer organizations.
• Basic knowledge of networking, operating systems, and IT infrastructure beyond fundamental support.
• Previous experience in a fast-paced service desk or IT support environment.

Why You’ll Thrive With Us:

Beyond the exciting challenges, youll discover an environment where your contributions are celebrated and your well-being is prioritized. We offer:

• A Culture of Respect and Belonging: We believe great work happens when everyone feels seen, heard, and valued.
• Inclusive and Diverse Environment: Different voices make us stronger. We celebrate who you are and what you bring to the table.
• Growth-Driven Mindset: Your development matters. We invest in your learning and career advancement every step of the way.
• Comprehensive Health Insurance: Your well-being comes first. Enjoy peace of mind with robust medical coverage.
• Fully Covered Meal Expenses: Fuel your day with delicious meals, on us.
• Premium Gym Partnerships: Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.