Systems Support Analyst (Infrastructure/Security)

Systems Support Analyst – New York

Our New York-based real estate client is looking for an experienced Systems Support Analyst to join their Core Technology team and provide high-quality technical support to a global user base.

You’ll be responsible for troubleshooting and resolving complex technical issues, managing tickets and SLAs, maintaining knowledge-base documentation and working closely with both technical and non-technical stakeholders. You’ll also have the opportunity to support infrastructure, cybersecurity and technology projects.

Key responsibilities:

• Provide technical support across Windows, Mac and iOS environments
• Troubleshoot issues and identify root causes through to resolution
• Manage and document incidents and requests through an ITSM/ticketing system
• Support Active Directory user management, administration and Group Policy
• Contribute to infrastructure and cybersecurity projects
• Identify opportunities to improve IT processes, support and documentation
• Communicate effectively with users, senior management and third parties
• Participate in an on-call rotation and provide out-of-hours support when required

What we're looking for:

• 2+ years' systems support experience
• Strong Windows/Active Directory experience
• Experience with O365, Okta, MDM, MFA and ITSM would be advantageous
• Cisco/Meraki experience desirable
• Excellent communication and customer service skills
• Ability to work independently, prioritise effectively and operate in a fast-paced environment
• Strong attention to detail and a proactive approach to problem solving

A degree in Computer Science or a related field is preferred, although equivalent industry experience will be considered. Industry certifications such as CompTIA, Microsoft, Cisco or VMware are also desirable.