ERGOMED

IT Technical Support Analyst

ERGOMED

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇦 Bosnia and Herzegovina

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Job Level

Mid-LevelSenior

Tech Stack

Switching

About the role

  • Engaging in everyday tasks, working on tickets, and maintaining oversight of personal and group tickets to ensure timely resolution.
  • Closing and meticulously documenting resolutions or workarounds in the internal knowledgebase to facilitate knowledge sharing and improve future problem-solving efficiency.
  • Conducting incident response, including first-line investigation, problem analysis, workaround development, and resolution or progression of IT incidents.
  • Categorising, prioritising, and escalating IT incidents to appropriate resolver groups within Service Level Agreement (SLA) parameters.
  • Performing maintenance of laptops and servers, including user and computer administration tasks to ensure optimal system performance.
  • Managing equipment provisioning, including overseeing the onboarding and offboarding processes to maintain seamless workflow transitions.
  • Developing and implementing proactive measures to prevent recurring issues and enhance overall system stability.
  • Collaborating with cross-functional teams to design and implement IT solutions that align with business objectives and user needs.
  • Creating and maintaining technical documentation, including standard operating procedures and user guides, to ensure consistent support delivery.
  • Monitoring system performance and capacity, proactively identifying areas for improvement and optimisation.
  • Staying abreast of emerging technologies and industry best practices and recommending innovative solutions to enhance the company's IT infrastructure and support capabilities.
  • Training of Ergomed Group personnel on IT procedures as appropriate

Requirements

  • Relevant work experience in an IT support position
  • Windows 11 and Windows Server 2019 (and newer versions)
  • Microsoft Exchange 2016 (and newer versions)
  • Microsoft SharePoint Online Administration of Office 365
  • PowerShell scripting
  • Basic familiarity with IT security concepts, including encryption, IDS, IPS, and disaster recovery
  • Networking skills, encompassing routing, switching, and firewall management
Benefits
  • Training and career development opportunities internally
  • Strong emphasis on personal and professional growth
  • Friendly, supportive working environment
  • Opportunity to work with colleagues based all over the world, with English as the company language

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Windows 11Windows Server 2019Microsoft Exchange 2016Microsoft SharePoint OnlinePowerShell scriptingIT security conceptsroutingswitchingfirewall managementincident response
Soft skills
problem analysiscollaborationdocumentationtrainingcommunicationtime managementorganizational skillsknowledge sharingproactive measurescustomer service