Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst is responsible for providing front-line technical support to all XTL users. Success in this role requires responding promptly to support tickets and minimizing business disruptions. When a request exceeds their scope, the analyst must escalate the issue to an appropriate IT subject matter expert. Participation in after-hours support is also required.

Beyond end-user support, this role includes responsibility for the daily maintenance and upkeep of XTL's IT systems and network infrastructure. It requires a proactive, solutions-driven mindset to identify and resolve issues before they impact business operations.

Key Responsibilities

1. End-User Support

• Ensure users can effectively perform their roles using the IT tools provided.
• Deliver support with a friendly, respectful, and solution-oriented attitude.
• Actively follow up on open cases to ensure resolution.
• Provide basic training on XTL systems and software (e.g., email, phones).

2. Access & Security

• Maintain user credentials and profiles within XTL systems.
• Enforce IT security protocols and compliance standards.

3. System & Network Maintenance

• Continuously seek improvements in IT processes and service delivery.
• Ensure optimal functioning of IT infrastructure and systems, including servers, networks, workstations, mobile devices, printers, and business applications.
• Proactively identify and resolve technical issues, escalating when necessary.
• Monitor system backups and perform data recovery as needed.
• Deploy IT equipment and software to end users.
• Document solutions and contribute to the IT knowledge base.
• Maintain a clean and organized IT environment.

Desired Skills & Experience

• Microsoft Active Directory
• Microsoft 365
• Microsoft Windows Server
• VMware
• Windows 10/11 and macOS
• iPhone and Android mobile device support
• Microsoft SQL Server
• VoIP systems

Core Values & Attributes

• Strong customer service mindset with a focus on user satisfaction.
• Positive, respectful, and team-oriented attitude.
• Proactive and resourceful problem solver.
• Self-motivated with the ability to manage priorities and meet deadlines with minimal supervision.

To learn more about our job opportunities, visit our website: www.xtl.com/en

XTL is an equal opportunity employer and embraces workplace diversity. All applications are considered equally regardless of whether they are submitted by a woman, a man, a member of a visible minority, an Indigenous person, or a person with a disability. Masculine terms are used solely for simplification. We encourage all interested individuals to apply, but only those selected for an interview will be contacted.