Technical Operations Analyst, Windows Administration
Ameriprise Financial Services, LLC
ITSMServiceNow
IT Support Engineer, First Line
ComeOn Group
full-time
Posted on:
Origin: • 🇲🇹 Malta
Visit company websiteJob Level
Junior
Tech Stack
MacOSServiceNow
About the role
- Serve as the first point of contact and provide first-line support for all IT-related queries and incidents, resolving issues promptly and professionally.
- Manage tickets using a service management tool, ensuring all issues are logged, tracked, and resolved in a timely manner.
- Troubleshoot and resolve desktop issues for a range of hardware, including laptops and multi-function printers.
- Support and maintain client operating systems, primarily macOS and Windows 11.
- Document solutions and create knowledge base articles to help both the IT team and users.
- Escalate complex issues to senior IT staff when necessary, providing clear and concise information.
- Maintain a high level of customer satisfaction by communicating effectively and providing a friendly, supportive service.
- Collaborate with the IT team to ensure smooth operations and contribute to internal development opportunities.
Requirements
- Fluent in English, with excellent communication skills—both written and spoken
- Minimum of 12 months' experience in a first-line support or similar IT support role.
- Proven experience with a service management tool such as Jira Service Management, Zendesk, or ServiceNow.
- Hands-on desktop support experience with both PC and Apple hardware.
- Familiarity with client operating systems, specifically Windows 11 and macOS.
- A proactive attitude with a strong ability to diagnose and solve problems independently.
- Ability to thrive in a fast-moving, dynamic environment and manage multiple priorities, including global service desk.
- This is a hands-on role that requires 100% office presence.
