It Support Analyst

Job Description

At CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide Level 2 end-user support in a 24x7 enterprise environment. The ideal candidate will be responsible for desktop, laptop, and end-user application support, ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

Role & responsibilities

• Install, configure, and support Windows desktop/laptop environments (MacOS/Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles.
• Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Qualifications and Prerequisites
Must Have Skills:

• Bachelors degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
• 36 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience in hardware troubleshooting, laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems.
• Excellent problem-solving, communication, and customer-handling skills.
• Willingness to work in a 24x7 support environment.

Preferred Skills:

• Exposure to MacOS and Linux environments
• Knowledge of Active Directory user/group/DL management.
• Basic understanding of networking (DNS, DHCP, VPN).
• Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.
• Familiarity with endpoint security and patch management tools.

More Info

Education