End User Computing / AV Support Analyst

Role and Responsibilities

• Provide technical support for computers, networks (LAN/WiFi), and business apps.

• Make updates or changes to company systems as needed.

• Set up computers with standard company software.

• Install and configure hardware/software for users efficiently and professionally.

• Troubleshoot and fix IT problems.

• Maintain and monitor IT systems, hardware, and applications.

• Support video and audio-conferencing events.

• Manage external IT providers (e.g., service desk).

• Answer tech-related questions and meet service standards.

• Train users on company systems and software.

• Manage IT inventory.

• Be available for support outside regular working hours if needed.

• Monitor communication and conferencing systems to ensure they work well.

• Support users in both local and remote offices.

• Handle user-reported incidents and service requests.

Job requirements

• Basic knowledge of desktop support and LAN/WiFi systems.

• Strong understanding of computer hardware, Windows, Mac, and common software.

• Familiar with smartphones/tablets, Android, and iOS devices.

• Good experience using video conferencing tools like Zoom and MS Teams.

• Hands-on experience with Office 365 and Azure admin portals.

• Able to learn new tech skills and work independently.

• Works professionally, follows procedures, and keeps accurate records.

• Comfortable solving problems in a complex IT environment across multiple systems.

• Team player who shares knowledge and learns from others.

• Strong verbal and written communication skills.

• Maintains professionalism, stays calm under pressure, and handles conflict well.

Qualifications and Experience

• IT / engineer related diploma from polytechnic or degree from university

• Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.

• ITIL Foundation V4 would be beneficial

• Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.

• Maintaining a good network of contacts within IT and within the business

• It is beneficial to have experience in the following technical support areas – Windows operating systems, LAN / WiFi , Office 365, products, Internet Web Browsers, Zoom,

• Preferably has background and knowledge in IP-based Unified Communication, Telephony, Audio Visual and Video Conferencing technology

Preferred Skills

• Excellent people, communication, and presentation skills.

• Experience with Power Automate, Python and PowerShell will be a plus.

• Analytical, proactive, detail-oriented, and eager to learn new technologies.

• Ability to work independently, takes initiative, stays positive, and collaborates well with others