Job Description About the Role:
We are seeking a proactive and customer-focused 1st Line Support Analyst to join our IT team. The ideal candidate will be the first point of contact for technical support queries, providing efficient and effective resolution to users. This role requires strong experience in Microsoft 365 Administration, laptop builds, and mobile device management. Knowledge of cyber security principles is desirable.
Key Responsibilities:
Act as the first point of contact for all IT support queries via phone, email, and ticketing system.
Provide first-line support for hardware, software, and network issues.
Administer and manage Microsoft 365 environments, including user account creation, license assignment, and troubleshooting.
Configure, build, and deploy laptops for new users and refreshes.
Manage and support mobile devices using MDM solutions (e.g., Intune, MobileIron, etc.).
Escalate unresolved issues to 2nd/3rd line support teams as necessary.
Document issues and resolutions clearly within the ITSM system.
Assist with onboarding/offboarding processes from a technical standpoint.
Support IT projects and contribute to process improvements.
Follow IT policies and procedures, with a keen awareness of security best practices.