Technical Support Analyst

Role Summary

The Technical Support Analyst provides day-to-day IT support for end users, ensuring reliable, timely, and high-quality technical assistance. This role supports hardware, software, and enterprise applications, troubleshoots incidents, fulfills service requests, and escalates issues as needed to higher-level support teams.

The position requires strong technical troubleshooting skills, excellent customer service, and professional-level English communication to support global users and collaborate with international IT teams.

Key Responsibilities

• Provide L1/L2 technical support for end-user issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve incidents related to Windows OS, Microsoft 365, VPN, printers, and network connectivity.
• Log, track, and manage incidents and service requests using the ITSM tool (e.g., Freshservice).
• Escalate complex issues to L2/L3 teams and follow up to ensure timely resolution.
• Support onboarding, offboarding, and user access requests in accordance with IT policies.
• Assist with hardware deployment, asset tracking, and device lifecycle activities.
• Maintain accurate documentation, knowledge articles, and standard operating procedures.
• Communicate clearly and professionally with end users, vendors, and global IT teams.
• Support IT projects, migrations, and upgrades as required.
• Ensure compliance with Flowserve security, compliance, and operational standards.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in an IT support, service desk, or technical support role.
• Strong troubleshooting skills across Windows OS, Microsoft 365, and basic networking.
• Experience using ITSM tools such as Freshservice, ServiceNow, or similar platforms.
• Fluent or near-native English (spoken and written) required to support global users and stakeholders.
• Strong customer service mindset with excellent communication skills.
• Ability to prioritize tasks and work effectively in a fast-paced support environment.

Preferred Skills

• Experience supporting global or regional IT environments.
• Familiarity with Active Directory, Azure AD, and basic identity management.
• Exposure to VPNs, endpoint management tools, and remote support tools.
• Knowledge of ITIL-based support processes (Incident, Request, Problem Management).
• Ability to document solutions and contribute to knowledge management.
• Spanish fluency required; additional European languages a plus.

Core Competencies

• Customer Focus – Delivers professional, user-centric technical support.
• Technical Problem Solving – Quickly diagnoses and resolves technical issues.
• Communication – Clearly communicates with both technical and non-technical users in English.
• Collaboration – Works effectively with global IT teams and vendors.
• Reliability & Accountability – Follows through on issues to resolution.