IT Support Analyst

Responsibilities:

• Act as the primary point of contact for internal users and external service providers to report incidents (e.g., system downtimes, application outages, etc.).
• Log, categorize, prioritize, and track incidents within the incident management system, ensuring accurate and timely updates throughout the lifecycle.
• Work directly with internal ICT team to diagnose and troubleshoot technical problems with systems, networks, and applications.
• Analyze logs, system alerts, and monitoring tools to identify the root cause of outages or disruptions.
• Communicate clearly and regularly with end-users, stakeholders, and internal teams regarding the status of ongoing incidents.
• Coordinate efforts between different teams (development, infrastructure, security) to resolve complex issues affecting business-critical systems and services.
• Conduct post-incident reviews (PIR) to identify lessons learned and opportunities for process improvement.
• Document incident resolution steps, create knowledge base articles, and contribute to internal documentation to improve future response and troubleshooting efforts.
• Identify recurring issues and collaborate with teams to put in place proactive measures or fixes to prevent future outages.
• Work with IT management and stakeholders to improve incident management processes and ensure that effective preventative actions are taken.
• Participate in root cause analysis (RCA) to resolve underlying issues that cause recurring disruptions or system failures.
• Monitor IT systems and applications for performance issues, and proactively manage alerts and notifications to identify potential disruptions before they impact end-users.
• Liaise with external vendors and service providers (e.g., cloud services, application vendors) to ensure timely resolution of incidents related to third-party products.
• Manage and maintain relationships with key external partners and service providers to ensure SLA compliance and service excellence.
• Provide end-user support and guidance during incidents, ensuring that users are informed of the status and expected resolution time.
• Share technical knowledge and best practices with internal IT teams to foster continuous learning and efficient troubleshooting.

Requirements:

• Strong troubleshooting skills with experience in diagnosing system and application issues in a production environment.
• Experience with incident management software and IT service management (ITSM) platforms (e.g., ServiceNow, Jira Service Desk, BMC Remedy).
• Familiarity with IT infrastructure (servers, networking, cloud platforms, storage) and application stack (web apps, databases, middleware).
• Knowledge of networking protocols (TCP/IP, DNS, HTTP/S, etc.) and operating systems (Windows, Linux, macOS).
• Basic understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and related services.
• ITIL Foundation certification (or equivalent) is highly preferred.
• CompTIA Network+, CompTIA Security+, or other relevant technical certifications are a plus.
• 3 – 5 years of experience in IT support, service desk, or incident management roles, ideally in a large enterprise or managed services environment.
• Experience managing incidents, service outages, and working with cross-functional teams to resolve issues.
• Experience collaborating with external service providers and managing vendor relationships for incident resolution.