System Support Analyst

Role Overview

We seek an experienced IT professional passionate about resolving complex technical challenges and collaborating with business stakeholders to enhance IT operations. This position merges Level 3 technical support responsibilities with a Technical Business Analyst approach — identifying root causes, documenting workflows, and proposing enhancements. You will act as the primary escalation contact for critical cases while engaging with internal teams to optimize systems, processes, and user satisfaction.

Key Responsibilities

• Deliver Level 3 support for advanced issues related to desktops, servers, Microsoft 365 suite, and infrastructure components.
• Act as the escalation resource for Level 1 and Level 2 technical support groups.
• Manage and resolve problems within Microsoft 365 applications including Exchange Online, Teams, SharePoint, OneDrive, Intune, and Entra ID.
• Provide support and troubleshooting for Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and essential networking services.
• Conduct root cause analyses and implement sustainable corrective measures for recurring technical problems.
• Collaborate with business users to elicit requirements, document workflows and recommend technical improvements.
• Develop technical documentation, standard operating procedures, and knowledge base resources.
• Coordinate with vendors and internal teams during project implementations, system upgrades, and incident resolution efforts.
• Mentor junior technical staff and advocate for IT best practices across the organization.

Candidate Requirements

• Minimum 5 years of experience in IT infrastructure or senior-level desktop support roles.
• Proven expertise in administering Microsoft 365 environments.
• Experience supporting Windows Server, Active Directory, Azure/Entra ID, networking protocols, and endpoint management.
• Preferred knowledge of Azure cloud administration.
• Strong analytical and troubleshooting capabilities.
• Ability to effectively translate business needs into feasible technical solutions.
• Familiarity with IT Service Management tools such as ConnectWise, ServiceNow, or Freshservice.
• Knowledge of PowerShell scripting or automation technologies is advantageous.
• Excellent communication skills with experience in client-facing roles.

Preferred Certifications and Skills

• Certifications in Microsoft 365 or Azure platforms.
• ITIL Foundation certification.
• CompTIA Network+ or Security+ certifications.