Technology Support Analyst I

Job Description You must have a minimum of 7 years of experience in a direct end-user support role. This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking. Are you organized and detail-oriented? This position requires someone who notices the little things and triple-checks processes and information for compliance and accuracy. You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes. Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture. Proficiency in English at a professional level. Responsibilities Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications. Provide IT support to native English speakers, ensuring service quality in accordance with ITIL guidelines. Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues. Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention. Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests. Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions. Essential Knowledge, Skills, and Qualifications Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11. Expertise in cloud-based storage systems, including Box and Adobe Cloud products. Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange. Experience with ServiceNow or comparable ITSM Systems. Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions. ITILv4 Certification is a plus. Bachelor’s degree preferred. Minimum of 2-3 years of job stability in a corporate support environment. Location: Mexico, Colombia, Canada Language Skills: Professional fluency in English, C1 proficiency is highly preferred. Travel: None. Remote work requires a stable high-speed internet connection and quiet working environment. Additional Information Some of the Benefits We Have Include Our flexible work environment allows employees to work remotely, when needed Medical, Dental, and Vision Insurance Commuter Benefit Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available. Please explore what we’re all about at www.jsheld.com. EEO and Job Accommodations We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you are an individual with a disability and would like to request for a reasonable accommodation, please email jobs@jsheld.com and include “Applicant Accommodation” within the subject line with your request and contact information. #LI-SC1 #J-18808-Ljbffr