IT Support Analyst

We are looking for an IT Support Analyst with the following skills and qualifications: - Previous experience in an IT support or customer service role. - Strong communication skills with a customer-oriented attitude. - Basic knowledge of IT systems, including Windows OS, Microsoft 365, MDM, and Active Directory. - Understanding of Android and iOS operating systems and their associated mobile device hardware. - Ability to troubleshoot common desktop, mobile, hardware, software, and network issues. - Understanding of incident management processes, preferably with experience using an IT Service Management (ITSM) tool and/or support tools. - Strong organizational skills with the ability to manage and prioritize multiple tasks simultaneously. - Willingness to learn and adapt to new technologies and processes. - Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, face-to-face interactions, and email. It would be advantageous, but not essential, to have: - A degree in Information Technology or a related field. - CompTIA A and CompTIA Network certifications. - Microsoft 365 Certified credential. - Equivalent experience or ITIL Foundation certification or knowledge of ITIL processes. - Excellent problem-solving skills and a keen eye for detail. - Ability to remain calm and composed under pressure. - Proactive approach, with a strong sense of responsibility and ownership. - Familiarity with remote support tools and virtual environments (e.g., VPN, Citrix). - Basic networking knowledge (DNS, DHCP, TCP/IP).