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Job title
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IT Support Analyst
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Company
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Cobalt Ridge Ltd
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Employer
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Cobalt Ridge Ltd is an established support services Company that has been formed to better support and strengthen our long-standing Mauritian based business as well as other global finance operations across our Enterprise.
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The role
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This role is to provide support for our growing team within Mauritius as well as remote support for the Indian subcontinent. The IT Support Analyst will play an essential role in the Group’s overall global IT Support team by providing end-user support (Tier 1) and Tier 2 support as knowledge of the environment is learned and ensuring our office devices and technology are installed, configured, and maintained properly so our staff can be productive. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. The candidate will exhibit intellectual curiosity in their interest of IT with an aptitude for applying computing concepts and skills to solve real problems.
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Key responsibilities
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General IT Support
- Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support.
- Physical setup of workstations, laptops, and smartphones.
- Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
- Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
- Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
- Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
- Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
- Work closely with the Global IT team to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
- Set-up and provide user support for our video conferencing rooms and systems.
- Train employees in using devices and new/upgraded core enterprise software.
- Occasional after-hours work for critical infrastructure updates and changes.
- Proactively communicate all changes, updates, and outages to staff.
Operational Responsibilities
- Develop and deliver monthly technology dashboards:
- Report on system performance, open issues, KPIs, and vendor performance.
- Escalate unresolved items and risks
- Assess, implement, document, and maintain IT General Controls
- Serve as the key escalation point for security events or incidents identified by the Enterprise Security team.
- Prioritize and escalate tech-related issues
- Maintain strict confidentiality
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Experience and Qualifications
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- College-level course of study, or equivalent professional training relevant to the role.
- 1-3 years of experience in a similar position providing endpoint and infrastructure support
- Familiarity with IT General Controls
- Experience in supporting local office network infrastructure
- Experience in supporting Microsoft365
- Understanding of ITIL processes preferred
- Knowledge of the Software Development Lifecycle (SDLC)
- Experience with Active Directory, machine access changes, and various authorization controls.
- Direct Microsoft 365 experience is required, including knowledge of Azure AD / Entra ID.
- Enterprise Architecture: troubleshooting user mailboxes, creating/updating distribution groups and security groups.
- Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
- Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
- Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
- Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
- Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
- Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
- Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
- Proven ability to manage access control, system administration, and technology audits
- Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
- Experience developing, implementing, and enforcing technology policies
- Ability to isolate problems with end user devices and infrastructure.
- IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
- Experience with AI / LLM prompting. Vibe coding experience a plus.
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Key Competencies
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· Strong organizational and communication skills for cross-functional coordination.
· Excellent team player with the ability to positively encourage and influence others.
· Ability to multi-task with strong attention to detail.
· Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
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Reporting to
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General Manager
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