End User Computing / AV Support Analyst

Role and Responsibilities • Provide technical support for computers, networks (LAN/WiFi), and business apps. • Make updates or changes to company systems as needed. • Set up computers with standard company software. • Install and configure hardware/software for users efficiently and professionally. • Troubleshoot and fix IT problems. • Maintain and monitor IT systems, hardware, and applications. • Support video and audio-conferencing events. • Manage external IT providers (e.g., service desk). • Answer tech-related questions and meet service standards. • Train users on company systems and software. • Manage IT inventory. • Be available for support outside regular working hours if needed. • Monitor communication and conferencing systems to ensure they work well. • Support users in both local and remote offices. • Handle user-reported incidents and service requests. Job requirements • Basic knowledge of desktop support and LAN/WiFi systems. • Strong understanding of computer hardware, Windows, Mac, and common software. • Familiar with smartphones/tablets, Android, and iOS devices. • Good experience using video conferencing tools like Zoom and MS Teams. • Hands-on experience with Office 365 and Azure admin portals. • Able to learn new tech skills and work independently. • Works professionally, follows procedures, and keeps accurate records. • Comfortable solving problems in a complex IT environment across multiple systems. • Team player who shares knowledge and learns from others. • Strong verbal and written communication skills. • Maintains professionalism, stays calm under pressure, and handles conflict well. Qualifications and Experience • IT / engineer related diploma from polytechnic or degree from university • Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial. • ITIL Foundation V4 would be beneficial • Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems. • Maintaining a good network of contacts within IT and within the business • It is beneficial to have experience in the following technical support areas – Windows operating systems, LAN / WiFi , Office 365, products, Internet Web Browsers, Zoom, • Preferably has background and knowledge in IP-based Unified Communication, Telephony, Audio Visual and Video Conferencing technology Preferred Skills • Excellent people, communication, and presentation skills. • Experience with Power Automate, Python and PowerShell will be a plus. • Analytical, proactive, detail-oriented, and eager to learn new technologies. • Ability to work independently, takes initiative, stays positive, and collaborates well with others