Technical Support Analyst (EST Time Zone)

To learn more about Prescient, please visit us at: www.prescienthg.com.

Example Responsibilities

The following are example responsibilities of this position and are, as such, not meant to be exhaustive, nor convey every responsibility that may vary over time, without changing the essence of this position:

* IT Troubleshooting and Issue Resolution: Provide first and second-line technical support, both remotely and in person, by diagnosing and resolving hardware, software, and network issues. Escalate complex problems to higher-level teams when needed and assist users with step-by-step troubleshooting.
* User support: Act as the main contact for internal technical issues, ensuring effective communication and timely resolutions to enhance user satisfaction.
* System Monitoring and Maintenance: Monitor IT systems, software, and networks, proactively identifying and resolving potential issues before they impact users.
* Documentation and Reporting: Utilize HaloITSM to track support requests, document solutions, and update knowledge resources. Generate reports on recurring issues and suggest process improvements.
* Training and Support: Train and assist users in effectively using systems, applications, and hardware while promoting best practices for security and data management.
* Software and Hardware Installation: Assist in installing and configuring software, operating systems, and hardware, ensuring compatibility with existing systems.
* Network Support: Troubleshoot network connectivity issues, including Wi-Fi and VPN, ensuring proper configuration and functionality.
* Collaboration and Coordination: Support IT team members in resolving complex issues and collaborate with vendors for advanced technical assistance when needed.
* Security and Compliance: Enforce security protocols for user accounts, data protection, and system access, while reporting and escalating potential security threats.

Education, Experience, Knowledge and Other Skills

The following criteria outline the minimum hiring criteria for this position, unless otherwise stipulated below as “preferred” or “a plus”:

* Undergraduate or advanced degree in information technology, computer science or a related discipline, with 2 or more years of relevant work experience
* Experience working with IT / Business systems and applications

* Strong knowledge of Microsoft 365 applications including MS OneDrive and MS SharePoint. Also, experience providing support within cloud environments such as MS Entra ID, MS Intune and MS Autopilot is required
* Working knowledge of security software applications, including email security, anti-virus solutions and secure internet communication tools, is preferred. Experience working with HaloITSM and Cisco Meraki is an advantage
* A good understanding of networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP and QoS is a plus
* Regarded as a subject matter expert in Microsoft certifications such as Microsoft 365 Certified Administrator, Administrator Expert, Endpoint Administrator Associate are highly desirable.
* Communication: ability to communicate effectively with teams and across all organisational levels. Able to use effective communication skills to communicate and align with own team and functional and cross-functional partners and stakeholders on shared objectives, goals, and projects.
* Presentation Skills able to effectively represent Prescient as a company representative in internal forums
* Collaboration: consistent track record of effective collaborations both internally. Knows how to work within teams. Recognised as a good team player.
* Project Management, Time Management & Organisation: proven ability to effectively executive functional and cross-functional initiatives
* Industry Knowledge: maintains a strong and current understanding of evolutions in own function and our industry.
* Achieving Results: proven track record of achieving goals and objectives despite highly challenging circumstances.