Technical Support Analyst – 1 Year Contract

About the role

We are seeking a proactive Technical Support Analyst on a one‑year contract to join our IT Operations team. Reporting to the Manager, IT Operations, you will act as the Level 2 escalation point for SysAid tickets, delivering structured support to our global offices and vessel environments.

Key responsibilities

• Provide Level 2 escalation support for SysAid tickets from worldwide offices and vessels, ensuring timely resolution and clear communication.
• Deliver Level 1 physical or remote assistance for laptops, Microsoft 365 services, printers, and meeting‑room AV systems.
• Log, update, and close all support interactions accurately in SysAid, maintaining high‑quality ticket records.
• Support vessel IT environments through remote troubleshooting and coordination with onboard personnel.
• Manage day‑to‑day IT operational requests and ad‑hoc tasks, and assist with infrastructure project logistics, documentation, and testing.
• Maintain the IT asset register and produce monthly helpdesk performance reports, highlighting trends and gaps.

Required profile

• Minimum 2 years of experience in IT support or technical operations.
• Strong Level 1 support knowledge of Windows/macOS endpoints, Microsoft 365, printing and AV systems.
• Experience with Azure Active Directory and Azure administration.
• Familiarity with helpdesk ticketing systems; SysAid experience is a plus.
• Understanding of IT asset management practices.
• Excellent attention to detail in ticket documentation and reporting.
• Ability to work independently and manage multiple requests across time zones.

Required skills

• Windows and macOS endpoint troubleshooting
• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
• Printing and meeting‑room AV support
• Azure Active Directory
• Azure administration
• SysAid ticketing system
• IT asset management and inventory tools

What we offer

• Engaged workplace within a global organisation of 8,000 professionals
• Opportunity to work on diverse IT environments, including maritime operations