IT Remote Support Analyst

Company Description

Hotwire Asia Pacific is a technology-focused consultancy with over two decades of expertise in driving impactful actions for clients worldwide. We specialize in crafting compelling stories for global B2B enterprise technology, cloud, and regional telecom businesses, leveraging our skills in demand generation, lead nurturing, and customer retention. Our client portfolio includes renowned names such as AWS, Google Cloud, Oracle, and Telekom Malaysia. At Hotwire, our goal is to deliver exceptional consultancy experiences for both our clients and our team members. We are dedicated to fostering marketing ROI through strategic branding, communications, and digital marketing campaigns.

Role Description

The purpose of this role is to deliver a high level of IT service and support to our end users as part of a global IT team that works together to ensure that the technology of Hotwire and ROI-DNA runs smoothly and efficiently. This includes fully remote support for our remote user base. 

IT Support Analysts are the front-line of our IT support team. As an IT Support Analyst at Hotwire, you will work to respond to and manage support incidents that are logged in our Service Desk system. You will be expected to carefully and effectively manage your time and presence as you will be reporting to an offsite manager. 

Hotwire’s IT infrastructure is 100% cloud-based. You will need to be a pro at and equally capable on both Macintosh and Windows laptops. 

Job Duties and Responsibilities 

• Provide 1st and 2nd level IT support to users across the offices, self-assigning tickets in our ticketing system and reaching out to users via Slack and Teams to solve problems 
• Escalate problems as necessary to the appropriate teams or individuals 
• Manage end user laptop configurations and asset deployment according to our processes while keeping asset management systems accurate and proactively flagging purchasing needs 
• Administer computer security, patching, anti-virus, and software deployment systems ensuring that end user laptops are kept up to date. 
• Review, update, and create policies and configuration items in MDM and endpoint management software to improve deployment process and end user experience 
• Configure hardware, peripherals, services, settings, directories and storage in accordance with standards and project/operational requirements set by your manager 
• Configure and support users in the Hotwire Group SaaS environment including but not limited to Office365, Egnyte, Slack, Google Suite, Adobe Creative Suite, ManageEngine, and Salesforce.com 
• Help make new hires successful by having a one-to-one training and orientation session with every new hire 
• Provide emergency or pre-planned out of hours support when required 
• Perform ad hoc IT related duties as assigned by your manager 
• Liaise with suppliers enabling access to IT supplies as and when required 
• Research and recommend new technologies, equipment and services to purchase, fully documenting the systems that we put into place 
• Assist in developing and maintaining installation and configuration procedures 
• Create and maintain well-written user instructions for applications and processes 

Qualifications and Skills 

• Great English communication, writing, interpersonal, and organizational skills 
• The ability to be accurate and work to deadlines even under pressure, while working co-operatively with others in a team, handling information in confidence and with discretion in a fast-paced environment 
• An ability to learn quickly and work without close supervision when necessary 
• Effective prioritization skills  
• Strong organizational skills, time management and keen attention to detail 
• Experience and complete capability in supporting both Apple Macintosh and Windows systems in Microsoft 365 environment 
• Solid understanding of networking principles including DNS & DHCP and ability to support WiFi and Ethernet connectivity  
• Experience with MDM deployment  
• Office 365 administration, including 2FA, email and Teams 
• Experience and comfort level working in a SaaS environment 
• 5+ years’ experience of helpdesk management and IT 1st/2nd level support  
• Able to work US timezone hours (PST/EST)

Qualifications 

• Microsoft 365 Certified: Fundamentals 
• Microsoft 365 Certified: Endpoint Administrator Associate 
• Apple Certified Support Professional 
• Nice to have: Microsoft 365 Certified: Administrator Expert, Microsoft 365 Certified: Teams Administrator Associate, Microsoft Certified: Information Security Administrator Associate 
• Nice to have: Apple Certified IT Professional