IT Operations Analyst

· Provide 2nd level IT support to end users

· Use basic analysis techniques to troubleshoot and resolve incidents as well as assisting in performing root cause analysis on problems

· Use remote control software and provide onsite and remote support

· Conduct regular interaction with IT users using basic customer service skills and communication skills

· Work collaboratively with project team members and other support functions on activities related to IT

· Liaise with partners and vendors on IT related user support

· Conform with ITIL processes and ensuring that all incidents are addressed efficiently and proper system logging is maintained

· Perform basic incident and problem analysis as required to resolve incidents and requests

· Perform hardware and software change requests as assigned

· Attend end user meetings as requested to provide local support to users

· Work with IT and global support teams to act as a local IT resource as required to ensure regional infrastructure is maintained at a high service availability level

· Install and maintain local infrastructure as required

Do you have experience in VPN?, · Preferably a degree in Computer Sciences or Informatics,

· At least 2 years of IT experience in a technical customer support role

· Solid familiarity with desktop applications, including MS O365, Windows 11, Mobile Phone Support (Android & iOS), Remote Software (Bomgar), local client configurations (MS Intune, SAP GUI), VPN, remote/wireless access connectivity configuration and maintenance, Incident Management tools (preferably Service Now)

· Strong customer focus, service and problem solving skills