IT Support Analyst

hace 2 semanas

Panamá, Panamá, Panamá Control Risks A tiempo completo

The IT Support Analyst is a split of 80% doing back office DTS activities and 20% to support local office of Panama region to provide day-to-day setup, delivery, trouble-shooting and problem-solving for new employees and leaving employees.

Additionally, this role will support permissions setup and modifications for existing employees

Back Office Accountabilities:

  • Fulfil the complete setup of new joiners, movers, and leavers across the organisation.
  • Ensure that the appropriate levels of security are maintained while enabling users to complete their work effectively.
  • Update and manage user permissions requests on IT services.
  • Update all stakeholders on progress throughout the duration of each request.
  • Ensure the highest overall user experience is provided when dealing with requests.
  • Identify pain points and recommend improvements to the working processes and procedures.
  • Provide management with service management reporting by extracting data from the ITSM toolset

Local Panama office Responsibilities:

  • Responsible for providing IT support via the telephone, remotely or onsite.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Joiners, Movers & Leavers
  • Fulfil laptop provisioning and retrieval where applicable.
  • Smartphone provisioning and support
  • Procure and support mobile device hardware and software setup.


 Incident Management
  • Facilitate the restoral of IT services quickly and effectively following an incident.


 Request Management
  • Deliver on service requests through the request fulfilment process.


 Hardware Support
  • Troubleshoot hardware incidents and complete hardware requests.


 IT Procurement
  • Engage with regional vendors to order approved hardware.


 IT Asset Management
  • Plan and manage the relationships and attributes of all of assets in the IT estate.


 SOP process knowledge
  • Demonstrate a key understanding of standard operating procedures.
  • O365 General Account Administration
  • Perform administrative account tasks in the Microsoft Office 365 admin portal.


 Active Directory management
  • Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.


 Azure administration
  • Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.


 Windows device administration
  • Troubleshoot and manage device security compliance through Microsoft InTune


 MS Teams support
  • Troubleshoot incidents regarding the Microsoft Teams solution.


 Security incident management
  • Monitoring, detect, and respond to security events within the IT estate.
  • Secure disposal of IT equipment
  • Execute the secure disposal of IT equipment through regionally approved vendors.
  • Responsible for continuous feedback to the IT Service Delivery Manager to improve IT services.
  • Responsible for filling out weekly timesheets to account for work performed.
  • Responsible for capturing the IT assets owned by DTS in ServiceNow.
  • Have a flexible approach when needed outside of core working hours.
  • Any other tasks as required by the Service Delivery Manager.

Requirements:

  • At least 1 years' experience in a service desk environment / support role
  • Experience with Active Directory
  • Remote access / VPN setup
  • Office 365 User Administration
  • Office 365 Exchange Administration
  • Office 365 Teams/Skype Administration
  • Windows Server network folder sharing
  • Office 365 SharePoint and SharePoint Server
  • MS CRM
  • MS Dynamics Finance and Operations
  • Multi Factor Authentication (MFA)
  • Competent at using Microsoft Excel
  • Has worked with ITSM toolsets, preferably Service Now

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