IT Support Analyst - L2

Your Role:

As an IT Support Analyst, you will play a vital role in ensuring the smooth operation of our hardware, software, and systems. You will provide technical assistance and support to Apollo’s employees, proactively analyzing our current systems, assets, and implement solutions as well as upgrades. You will excel in this position with strong problem-solving skills, great communication, and a solid technical background. Your expertise in SaaS platforms, advanced IT support experience in software and hardware, and up-to-date IT industry knowledge will make an immediate impact on the day-to-day efficiency of Apollo’s IT operations.

Responsibilities:

• Install, configure, and provide support for computer systems, including hardware and software components
• Take ownership of user support requests by using IT support tools and effectively managing and resolving issues
• Diagnose and troubleshoot software, networking, and hardware issues, identifying root causes and implementing solutions
• Provide technical support remotely via remote access or collaboration systems to ensure the timely resolution of IT problems
• Repair hardware malfunctions, address software issues, and resolve networking problems to minimize downtime and optimize system performance
• Maintain strong internal relationships with colleagues and users, delivering exceptional customer service and ensuring user satisfaction
• Handle onboarding, updating, and offboarding of user accounts, managing access rights and permissions
• Facilitate asset purchasing and arrange logistics for new hires and departing employees
• Propose enhancements to processes, platforms, and information security measures to improve efficiency and effectiveness
• Maintain accurate inventory records of hardware, software licenses, and other IT assets, ensuring timely updates and documentation

What We're Looking For:

• At least 5+ years of experience in an IT Support Analyst/Service Desk Analyst/IT Engineer role.
• Experience providing remote support globally.
• Excellent communication and collaboration skills.
• Experience administrating macOS, MDM, Google Workspace, and Slack.
• Experience with Ticketing Systems: Jira or similar.
• Expertise and knowledge in administrating large SaaS platform environments.
• Proficiency in working with current IT equipment and technologies, staying up-to-date with industry advancements.
• Strong understanding of network protocols, firewalls, VPNs, IDP, and network security.
• Experience administrating Kandji is a plus.
• Experience administrating Okta is a plus.