VIP IT Support Analyst — 1st/2nd Line Windows & Office 365

Mercuria; Greenwich (CT); Sur place; USD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

VIP White Glove service

Résumé du poste

Mercuria in Greenwich, CT is seeking a Full-Time Tech Support Analyst to join 1st/2nd line IT support. You will triage incidents, troubleshoot Windows 11 and Office 365 issues, manage Active Directory and ITSM tickets, and provide VIP support while coordinating with global IT teams. The role requires strong communication skills, reliability, and the ability to handle multiple priorities in a regulated environment.

Qualifications

• 3 years’ experience in IT solution delivery and support (Required).
• Fundamental understanding of Windows 11 & MS Office (Required).
• Experience in trading environments is advantageous.
• Understanding of access management (Required).
• Executive and VIP support experience (Required).
• Knowledge of MDM and client management solutions (Required).
• Experience with desktop management tools is advantageous.
• Knowledge of Logitech Teams Room setup is required.

Responsabilités

• Top-tier triage of Tier 1/2 incidents and incident management.
• Troubleshoot computer and network related issues.
• Escalate and collaborate on Tier 3 incidents.
• Log incidents using ServiceNow and communicate with end users.
• Provision hardware to employees and maintain IT equipment.
• Perform user/hardware software upgrades and imaging.
• Provide end-user training and best-practice guidance.
• Support global IT initiatives and asset management tasks.
• VIP white-glove service and executive support when needed.

Connaissances

Customer liaison

Team collaboration

Strong customer service

Organizational skills

Proactive learning

Multi-priority management

VIP support

Formation

Degree Educated

ITIL Foundation

Outils

ServiceNow

Intune

Active Directory

DNS/DHCP/WiFi/VPN

Office 365

SharePoint

Exchange Online

Microsoft Teams Room

Description du poste

Mercuria in Greenwich, CT is seeking a Full-Time Tech Support Analyst to join 1st/2nd line IT support. You will triage incidents, troubleshoot Windows 11 and Office 365 issues, manage Active Directory and ITSM tickets, and provide VIP support while coordinating with global IT teams. The role requires strong communication skills, reliability, and the ability to handle multiple priorities in a regulated environment.