Analyste Support IT / IT Support Analyst (Bilingual)

In this role, you will contribute to the management of internal IT services. As a Level 2 IT Support Analyst, you will act as the second point of contact for employees requiring technical assistance. You will be responsible for diagnosing, resolving, and documenting Level 2 incidents and requests, while providing direct support for workstations and user accounts.

Responsibilities

Provide excellent customer service at all times; Deliver Level 2 technical support to employees (PC, network, hardware) via phone, email, Microsoft Teams, or onsite; Maintain and administer IT platforms used by the IT team; Provide technical guidance and training to internal users; Install and configure workstations and IT equipment; Manage user account-related requests; Collaborate with various teams across Keyloop; Ensure adherence to SLAs (Service Level Agreements); Monitor and resolve user incidents (remotely or onsite); Track, document, and manage tickets via the ITSM tool; Maintain user and system security; Recommend improvements to IT processes

Requirements

Strong multi-technology problem-solving skills; Minimum 3 years of experience with Microsoft O365 and Azure administration; Good knowledge of Microsoft O365 products; Solid understanding of Active Directory (user management, groups, security); Knowledge of corporate networks (TCP/IP, network protocols); Experience with Windows and macOS; Ability to generate O365 reports (analysis, audits, projects); Excellent documentation and technical writing skills; Strong communication skills across different stakeholders; Experience with help desk/ticketing tools; Ability to manage small projects and mentor junior team members; Troubleshooting O365, Windows, macOS, Azure, and Active Directory; Contributing to the resolution of major incidents; Supporting escalations when required; Act as a Level 2 point of contact for employees; Promote a positive image of the IT service function; Demonstrate autonomy, organisation, and attention to detail; Strong team player with the ability to work independently

Nice to have

AS400; Lotus Notes

Benefits

Training and support; Inclusive work environment; Investment in development; Supportive and collaborative culture