IT Analyst (Technical support/Desktop Support)

• *IT Analyst \- Technical Support**

• *Brennan. Where true performance thrives.**

At Brennan, we believe that *how* technology is delivered is every bit as important as *what* the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It’s a claim backed by our **True Performance System** – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

• *Why join Brennan**

• *True performance for our customers starts with a true belief in our people.**

It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organization where real innovation makes a genuine impact and generates true rewards for our team members.

• *True rewards**

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognize excellence
• Brennan Daredevils – our annual, all\-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities.
• An environment that embraces learning and development

• *The Role**

• MUST have at least 2 years of experience in IT Service Desk / Windows Server / Wintel / Technical Support / Remote Support Services.
• Experience dealing with international clients or customers preferred.
• To provide customer service Inbound \& outbound support to Brennan IT clients, engineers and staff.
• To coordinate, collaborate and escalate task within established timelines.
• To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.

• *Role Responsibilities**

• Excellent communication skills with international calling customer experience are preferred.
• Ability to work under pressure to meet service level agreements.
• Great customer service experience is must.
• Configuring Outlook and troubleshooting.
• Configuring Network Printer/Offline Printer.
• Mapping Network Drives\- Folder Access.
• Basic understanding on Intune \& Azure, SCCM, DNS, DHCP, TCP IP Protocols
• Basic understanding of antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc
• Understanding on Distribution List, Security Group, Dynamic Groups, Shared Mailbox (And their differences with each other)
• Excellent time management skills to prioritize tasks and meet service level agreements (SLAs).
• Adaptability and willingness to learn new technologies and processes.

• *Key Competencies and Qualifications required**

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent verbal and written communication skills.
• Ability to provide technical support over the phone; good phone etiquette, professional demeanour, previous customer service experience strongly desired.
• Good problem\-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of call; remain productive during avail times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to think around problems and come up with creative solutions.
• Ability to work with or without direct supervision.
• Willing to work in a 24x7 work environment.

• *Essential Skills**

• Servers, O365, Intune, Mimecast, Exclaimer, Sophos/CrowdStrike/Defender/SentinalOne, VMware, DHCP, DNS, Group Policy, Hyper\-V, SCOM, SCCM \- Knowledge is highly preferable.

• *Brennan** is an equal opportunity employer.