Junior IT Analyst

Há 4 dias

Rio de Janeiro, Rio de Janeiro, Brasil Lavu Tech Solutions Sdn Bhd Tempo inteiro US$40.000 - US$80.000 por ano

Key Responsibilities:

A. End-User Technical Support

  • Respond promptly to IT support requests via ticketing systems, email, or walk-ins, ensuring resolution within defined SLAs.
  • Diagnose and resolve technical issues related to:
  • Windows operating systems.
  • Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.).
  • Printers, scanners, and peripheral devices.
  • Wired and wireless network connectivity.
  • Install, configure, and deploy desktops, laptops, monitors, IP phones, and accessories.
  • Perform routine maintenance including OS patching, software updates, and hardware checks.

B. User Lifecycle Management

  • Facilitate seamless onboarding of new hires by provisioning accounts, configuring workstations, and delivering orientation on IT tools and policies.
  • Execute offboarding procedures in coordination with HR and IT, including account deactivation, data archiving, and hardware collection.

C. IT Asset & License Management

  • Maintain accurate inventory of IT hardware, software, and accessories.
  • Monitor and track issued equipment (e.g., laptops, monitors, peripherals).
  • Report, escalate, and assist in resolution of missing or damaged equipment cases.

D. Documentation & Reporting

  • Update and maintain internal IT knowledge base, including SOPs, troubleshooting guides, and user instructions.
  • Log and document all support requests, actions taken, and outcomes in the IT ticketing system.
  • Contribute to weekly support performance reporting and incident trend analysis.

E. Customer Service & Stakeholder Engagement

  • Provide courteous, user-centric support with a focus on enabling productivity.
  • Educate end users on IT best practices and self-help troubleshooting.
  • Escalate unresolved or complex issues to senior IT personnel or relevant teams.

Key Deliverables:

  • Resolution of IT support requests within SLA timelines.
  • Up-to-date and accurate IT asset inventory records.
  • Weekly reports summarizing support activities and issue trends.
  • Regular updates to the internal knowledge base.

Required Qualifications & Skills:

  • Diploma or Bachelor's degree in Information Technology, Computer Science, or related field (completed or in-progress).
  • Industry certifications such as Microsoft (MCP, MCSA), Cisco (CCNA), or Fortinet (NSE) are an added advantage.
  • Foundational knowledge of hardware, software, and networking concepts.
  • Excellent troubleshooting and analytical skills with a proactive problem-solving mindset.
  • Strong interpersonal, verbal, and written communication skills.
  • Customer-focused attitude with a willingness to learn and grow in a fast-paced environment.
  • Proficiency in English (intermediate or above).

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