Technical Support Analyst

Role Summary

The Technical Support Analyst provides day-to-day IT support for end users, ensuring reliable, timely, and high-quality technical assistance. This role supports hardware, software, and enterprise applications, troubleshoots incidents, fulfills service requests, and escalates issues as needed to higher-level support teams.

The position requires strong technical troubleshooting skills, excellent customer service, and professional-level English communication to support global users and collaborate with international IT teams.

Key Responsibilities

• Provide L1/L2 technical support for end-user issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve incidents related to Windows OS, Microsoft 365, VPN, printers, and network connectivity.
• Log, track, and manage incidents and service requests using the ITSM tool (e.g., Freshservice ).
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