Technical Support Analyst

Key Responsibilities:

• Provide first-level support to end-users for hardware, software, and network issues through various communication channels (phone, email, chat).


• Troubleshoot and resolve technical problems efficiently, ensuring high-quality customer service.


• Escalate unresolved issues to higher-level support teams, maintaining a log of the issue for tracking.


• Monitor and maintain system performance, software upgrades, patches, and backup systems.


• Assist with the setup, configuration, and deployment of computers, mobile devices, and peripherals.


• Document technical procedures, FAQs, and solutions for common issues.


• Train users on new software applications or systems as needed.


• Collaborate with IT teams to improve overall service levels.


• Stay up-to-date with emerging technology trends and best practices in technical support.


• Support the configuration, installation, and ongoing management of security systems.


• Assist users in resolving security access issues such as password resets, two-factor authentication, and secure VPN access


• Monitor and escalate issues related to cybersecurity threats in real time, ensuring quick response and resolution.