Analyst - IT Infra

• Provide timely technical support for end-users by resolving desktop hardware, software, and network-related issues.
  


• Troubleshoot and resolve issues related to operating systems (Windows, MacOS), applications, and peripheral devices (printers, scanners, etc.).
  


• Install, configure, and maintain desktop computers, laptops.
  


• Support and maintain network connections and resolve connectivity issues, including VPN and Wi-Fi troubleshooting.
  


• Install and update software applications, operating systems, and patches.
  


• Set up and configure user accounts, including email, domain, and application access.
  


• Assist in the deployment of new hardware and software systems.
  


• Provide remote support to users through remote desktop tools and troubleshooting.
  


• Document and track all support issues through ticketing systems, ensuring accurate records and resolutions.
  


• Escalate complex technical issues to higher-level support teams as needed.
  


• Participate in routine IT tasks such as system updates, and preventive maintenance.
  


• Ensure compliance with company security policies and maintain confidentiality of sensitive information.
  


• Participate in IT projects such as software deployments, system upgrades, and network installations.
  

Requirements

• Proven experience in desktop support or a related IT field.
  


• Strong knowledge of desktop operating systems (Windows, MacOS, Linux) and applications (Microsoft Office Suite, browser troubleshooting, etc.)
  


• Familiarity with networking concepts such as IP addressing, DNS, DHCP, and VPN.​
  


• Experience with Active Directory for user account management. Excellent problem-solving skills and the ability to work in a fast-paced environment.
  


• Basic knowledge of IT security practices and principles.
  


• Familiarity with remote desktop tools and support platforms.
  


• Understanding of computer components and Diagnosis of hardware issues.
  


• Knowledge of networking basics and Troubleshooting network issues.
  


• Installing and configuring applications and Patching and updating software.
  


• Documenting issues, resolutions, and troubleshooting steps in ticketing systems