IT Support Analyst

We are seeking an experienced IT Support Analyst to deliver high-quality remote technical support and support users across a global environment . As part of the IT Support team , you will ensure an exceptional end-user experience by resolving technical issues efficiently and professionally. The ideal candidate excels in a fast-paced environment , can handle multiple support requests simultaneously , and demonstrates strong troubleshooting skills . This role involves first-line technical support , working on small to medium-sized projects , and ensuring adherence to standard operating procedures (SOPs) while maintaining high customer satisfaction . Key Responsibilities Respond to support requests and incidents via Slack and ticketing systems Diagnose and resolve hardware, software, and network connectivity issues Provide first-line technical support and elevate complex issues Maintain accurate ticket documentation and tracking Ensure adherence to SLAs (Service Level Agreements) and quality standards Collaborate with team members to improve processes, tools, and automation Perform basic troubleshooting and guide users to resolution Manage user account provisioning and access management Maintain asset inventory systems and track hardware/software allocations Build, configure, ship, and maintain hardware assets (laptops, mobile devices) Create and update knowledge base articles and SOP documentation Participate in training and continuous skill development Required Qualifications 2+ years of IT support experience or related field Experience with high-volume ticketing systems (+4000 tickets/month) Strong knowledge of ITSM systems and tools Experience supporting global teams across multiple time zones Proficiency in macOS, Windows 10, Chrome OS troubleshooting Experience with VPNs and SaaS tools (Okta, Google Workspace, Slack, Zoom, O365) Working knowledge of endpoint management tools (JAMF, Airwatch, Intune) Experience troubleshooting AV systems, conference rooms, and office networks Strong communication and customer service skills Ability to multitask and manage competing priorities Top 3 Non-Negotiable Skills Strong technical troubleshooting (OS, SaaS, VPNs) Experience in high-volume IT support / ITSM environments Excellent customer support and communication skills in a global setup About BrickRed Systems BrickRed Systems is a global leader in technology consulting, digital transformation, and IT services . With deep expertise in cloud, automation, analytics, and emerging technologies , BrickRed Systems enables organizations to drive innovation, efficiency, and scalable business growth worldwide. J-18808-Ljbffr