Technology Support Analyst I

J.S. Held is a global professional services/consulting firm specializing in construction, forensic architecture & engineering, environmental, health & safety services, equipment, water and fire restoration, and forensic accounting services.

We are seeking a Technology Support Analyst Agent to join our dynamic and energetic team. J.S. Held is a multi-disciplinary global consulting firm with over 50 offices and a team of over 1000 employees. We are focused on learning and development and continually looking to attract and retain top talent who are creative, self-motivated, and organized.

Are you a good fit for this position?

• You must have a minimum of 3 years of experience in a direct end-user support role
• This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking
• Are you organized and detail-oriented? This position requires someone who notices the little things and triple checks processes and information for compliance and accuracy
• You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes 
• Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture

Responsibilities

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention
• Creating and managing detailed tickets documenting requests, troubleshooting and resolution of requests

Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions

Essential Knowledge, Skills, and Qualifications

• Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11.
• Expertise in cloud-based storage systems, including Box and Adobe Cloud products.
• Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange.
• Experience with ServiceNow or comparable ticket tracking systems.
• Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions.
• Familiarity with ITIL is a plus.
• Bachelor’s degree preferred.
• Minimum of 2-3 years of job stability in a corporate support environment.

Other Requirements

• Location: Mexico, Colombia (Remote)
• Language Skills: Professional fluency in English
• Travel: None
• Remote work requires a stable high-speed internet connection and quiet working environment

All your information will be kept confidential according to EEO guidelines.