The IT Support Analyst role involves delivering exceptional customer service and providing both remote and on-site technical support to ensure the client’s technology systems run smoothly. The position requires troubleshooting, resolving complex technical issues, and maintaining strong client relationships while supporting the implementation and management of IT infrastructure.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance through phone, email, or chat.
• Diagnose and resolve hardware, software, and network issues, escalating more complex cases when necessary.
• Provide in-depth IT and application support across Windows and Office 365 environments.
• Assist with software installations, updates, and configuration of user accounts.
• Manage and resolve service requests using the helpdesk ticketing system (e.g., ConnectWise).
• Support and maintain technology infrastructure, including servers and networks.
• Mentor and support IT Support Coordinators and Technicians, acting as an escalation point for unresolved issues.
• Collaborate with third-party vendors, suppliers, and contractors to resolve technical issues.
• Maintain clear, accurate documentation of incidents, service requests, and resolutions.
• Monitor ticket queues to ensure timely resolution and compliance with service-level agreements (SLAs).
• Safeguard company and client information by maintaining confidentiality.

• Stay updated on emerging technologies and actively pursue professional development opportunities.

Desirable Skills and Experience

Must-haves:

• Must be Singaporean (Singapore Citizen).
• Strong English communication skills, with the ability to explain technical concepts to non-technical users.
• 3–5 years of IT support experience in Microsoft Office and Windows Infrastructure environments.
• Strong troubleshooting skills with hands-on experience in hardware, software, and peripheral setup.
• Experience with Active Directory user and group administration, Exchange, and Office 365.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Excellent problem-solving and organizational skills, with the ability to manage multiple tickets simultaneously.
• Customer-oriented mindset with a focus on delivering a positive user experience.

Nice-to-haves:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or equivalent.
• Experience working with a Managed Services Provider (MSP).
• Knowledge of server and network systems.
• Service Management certifications (e.g., ITIL).
• Cisco certification or familiarity with Cisco/Meraki equipment.
• Knowledge of Zoom and HubSpot configuration and administration.
• Experience with virtualization technologies.

Job Type

• Work on-site
• Full-time
• Mid-level to Senior-level