Technical Support Analyst

Overview of the Role

The Technical Support Analyst will provide first-level technical support to MSP customers, delivering timely and professional assistance for standard incidents, service requests, and endpoint administration activities. This role will be responsible for troubleshooting and resolving common technical issues, supporting end users across a range of technologies, and ensuring a high standard of customer service while meeting established service level agreements (SLAs). In this role, you will efficiently manage support requests, maintain accurate documentation, and escalate complex technical issues to Level 2 engineers when required, ensuring effective communication, continuity of support, and timely resolution for customers.

Main duties include:

• Act as the first point of contact for end-user incidents and service requests across phone, email, Microsoft Teams, and ITSM channels.
• Provide first-level troubleshooting and resolution for Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and common business applications.
• Follow standard operating procedures, knowledge base articles, and IT service management processes to ensure consistent service delivery.
• Maintain accurate and timely ticket updates, documenting troubleshooting steps, actions taken, and customer communications.
• Manage incidents and service requests, escalating unresolved issues as required.
• Perform remote support using Datto RMM.
• Update Autotask tickets and IT Glue documentation.
• Provide on-call support during weekends and outside regular business hours to ensure timely response and resolution of urgent and critical incidents.
• Provision and configure user accounts, Microsoft 365 services, and basic device setup including desktops, laptops, and mobile devices.
• Assist with endpoint deployment, software installation, and onboarding of new users following standard build and configuration processes.
• Support user access requests, password resets, MFA issues, and basic identity management tasks in Microsoft Entra ID.

Requirements

• An Associate or Bachelor's degree in Information Technology or related field is preferrable. 
• Previous  experience in a technical support role or customer service role preferred. 
• Basic understanding of computer hardware, software, and networking concepts. 
• Familiarity with Windows and/or macOS operating systems. 
• Excellent communication skills and ability to explain technical concepts to non-technical users.