- Company Name
- Smart DCC
- Job Title
- Technical Support Analyst
- Job Description
-
**Job title:** Technical Support Analyst
**Role Summary:**
Deliver comprehensive first, second, and third‑line technical support for Microsoft Azure, Active Directory, Microsoft 365, SharePoint, Exchange, Windows 11, and associated infrastructure. Resolve critical P1/P2 incidents, conduct root‑cause analysis, automate patch management, and support infrastructure migrations, upgrades, and deployments. Act as the final escalation point for complex issues, collaborate with vendors, and contribute to technology roadmaps and service improvement plans while maintaining SLA and KPI compliance.
**Expectations:**
- Minimum 5 years in IT support, managed services, or infrastructure roles.
- Advanced troubleshooting of cloud, network, and end‑user compute environments.
- Proven incident management and vendor coordination.
- Strong analytical, communication, and customer‑service skills.
- Ability to work under pressure and prioritize tasks effectively.
**Key Responsibilities:**
- Provide 24/7 support for critical incidents (P1/P2).
- Diagnose and resolve complex issues across networks, servers, Azure, AD, Microsoft 365, SharePoint, Exchange, VPN, firewalls, and Windows 11.
- Perform root‑cause analysis and implement long‑term solutions.
- Manage infrastructure upgrades, migrations, and deployments.
- Configure and maintain network devices, firewalls, and VPN technologies.
- Package and deploy complex applications; onboard/offboard devices.
- Automate patch management; ensure compliance with change‑management processes.
- Collaborate with vendors during major incidents and service implementations.
- Produce and update troubleshooting documentation and training materials.
- Share knowledge with first‑ and second‑line teams to build capabilities.
- Provide strategic input into technology roadmaps and service improvement plans.
- Deliver monthly performance reports and ensure SLA/KPI adherence.
**Required Skills:**
- Expertise in Microsoft Azure, Active Directory, Office 365, SharePoint, Exchange, Windows OS, and end‑user compute.
- Networking knowledge (DNS, DHCP, VPN, firewalls).
- Scripting: PowerShell, Python.
- Familiarity with ITIL practices and ITSM tools.
- Strong analytical mindset, attention to detail, and problem‑solving ability.
- Excellent written and verbal communication.
- Ability to manage major incidents and work with third‑party vendors.
**Required Education & Certifications:**
- Bachelor’s degree in IT, Computer Science, or related field.
- Microsoft Certified IT Professional (MCITP) or equivalent Microsoft certification.
- ITIL Foundation certification.