OverviewIT Support Analyst is responsible for providing remote computer and IT system support for employees in Brazil. This position requires both excellent customer service and problem solving skills. The candidate must possess a process and project orientated mindset and be efficient working individually as well as part of a larger team. The ideal candidate would be knowledgeable on a wide range of technology and adaptable enough to be able to leverage it against a wide range of technical issues. The candidate must be highly motivated and self-reliant individual with a desire to better themselves.ResponsibilitiesTechnical ResponsibilitiesAnalyze issues and formulate solutionsTroubleshoot system, application and hardware issuesUtilize internal IT Knowledge Base to both provide and find solutions to known issuesUse external information to research and resolve issues when neededCustomer SupportEnsure customer is updated on ticket progressWork remotely with customers to solve problemsTicket & Escalation ManagementConsistently update the ticket tracking system with status and fixesProperly escalate issues to necessary parties as requiredQualificationsEducation & ExperienceAssociate’s Degree student preferably in Information Systems or equivalent program, or a proven track record of IT experience required.Desired Qualifications & SkillsKnowledge delivering IT solutions within a corporate and/or enterprise environmentExperience working in a mixed Mac and Windows environmentExperience in the Advertising and/or Marketing industry preferredExperience in centrally managed computer environmentsExperience supporting A/V environments not required, but is a plusAdditional Skills
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