IT Support Analyst

Role Summary

 The IT Support Analyst position is a customer-focused individual responsible for providing support to information technology systems as the first point of contact for the end user’s service requests. The role requires providing troubleshooting and technical support by using different tools via phone, web-based tools, and email, among others. The position is also responsible for installation, configuration, troubleshooting, upgrades, and maintenance of the hardware, software, and related infrastructure. The position will also ensure proper computer operation for end users to accomplish business tasks including receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate. Moreover, maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, individual give in-person, and hands-on help. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve malfunctions and make the appropriate recommendations in order to maximize the benefit of IT systems investments.

Key Responsibilities

• Field incoming requests to the Operation Services via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues
• Provide technical support services for Microsoft-related technologies: Windows Server, SQL Administration, DNS, DHCP, Active Directory, File and Print Services, and Windows client operating systems. Provide technical support for servers, backup servers, and other IT-related equipment as required.
• Record, track, and document the Operation Services request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. Network support and administration: WAN and LAN connectivity, routers, firewalls, and wireless.  Provide additional support to on-site Network Engineer as needed.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications .Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals. Develop help sheets and FAQ lists for end users
• Help train and support users on new applications, changes, upgrades and/or recommend external training.Lead IT projects, audits and ensure security compliance
• Analyze, evaluate, co-ordinate, implement, manage and support the day-to-day maintenance of all IT hardware and systems as directed by your Area Leader and Senior Staff in accordance with departmental standards
• Handle the administration/setup of network accounts following departmental procedures and security protocol.Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.
• Ensure system reliability through redundancy, backups, security, anti-virus, firewall, etc. Responsible for documenting procedures, problems, and their resolutions. Other duties, as assigned

Key Qualifications/Requirements

Knowledge and Education

• Completion of a degree in Computer Science or Associates Degree in a related field; or an equivalent combination of education and experience
• Minimum 3 years of Information Technology experience
• Efficient in Microsoft Server and Client operating systems, SQL Administration, Networking concepts, DNS, DHCP, Active Directory, Tape backups, and DR planning
• Knowledge of operating systems, networking technologies, MS office applications,Hardware,troubleshooting
• iOS and Android mobile phones 
• Must have exceptional interpersonal skills, oral and written communication skills
• Must be a collaborative team player

Additional Information

Skills and Competencies

• Strong customer service orientation
• Proven experience in IT Operations processes and ITIL,end user support, MS office suite including office 365
• Extensive knowledge of Active Directory, Group Policy, and Organizational Units,Microsoft Windows Operating Systems, both Server and Workstation
• Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts,core software applications
• Knowledge on VMware vSphere ESX 4/ESXi 5/5.1/5.5/6.0, vCentre 4/5.5, vMotion, local storage salutation(i.e., NetApp, HPE or DELL)
• Excellent analytical, problem-solving, communication, listening, interpersonal mathematical skills
• Excellent Knowledge on office information systems, relational database architectures, internet, and intranet development
• Knowledge on networking technologies of routers, switches, VLAN management and Wi-Fi
• Ability to effectively prioritize and execute tasks in a high-pressure environment,Ability to conduct research into systems issues and products as required.Ability to effectively troubleshoot Local Area Network issues as they arise
• Logical and efficient

Awareness. Unity. Empowerment.

At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.