Business Technology Support Analyst

We are looking for an exceptional Business Technology Support Analyst to join our growing team. In this role, you will be in a team critical supporting end user technologies, including Macbooks, applications and potentially network and systems of all types, providing technical support and ensuring the whole company runs smoothly. This team will work in shifts to provide round-the-clock technology support across geographical regions.

In this role, you will also be responsible to:

• Analyze, diagnose and troubleshoot system, network, hardware or software issues.

• Make recommendations on repairing and/or replacing equipment where necessary.

• Monitor and maintain application systems.

• Respond to service issues and requests in a timely manner.

• Provide remote technical and application support across the company.

• Test new technology and assist with their implementation.

• Assist the team with documentation and updating of our knowledge base.

• Bachelor's degree in related fields such as Engineering, Information Technology and Computer Science field; at least 3-5 years of experience in a similar role.

• Prior experience in IT help desks or support centres will be a plus.

• Familiarity with ticketing systems such as Jira Service desk and knowledge base system such as Confluence.

• Knowledge of Mac hardware and software/OS troubleshooting preferred.

• Knowledge of cloud-based video conferencing tools and how to troubleshoot issues arising from these tools are preferred.

• Strong Analytical, troubleshooting and problem solving skills.

• Excellent written and verbal communication skills with the ability to influence others to take action by dissecting complex technical concepts into digestible ideas appropriate for the audience.

• Willing to learn and adapt to new technology.

• Flexible, adaptive, socially perceptive, multi-culturally aware and can work with a diverse population