IT Support Analyst

Enero Group

. Provide 1st and 2nd level IT support to users across offices .

Posted 9/18/2026full-timeRemote • IndiaMid-LevelSenior💰 $16,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing 1st and 2nd level IT support, managing ticketing systems, and configuring hardware and software in a Microsoft 365 and SaaS environment. Proficient in asset management, user training, and maintaining security protocols while ensuring effective communication and organizational skills.

Highest-signal resume keywords

1st And 2nd Level IT SupportMicrosoft 365 AdministrationMDM DeploymentHelpdesk ManagementApple Macintosh And Windows Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing System ManagementNetworking PrinciplesWiFi And Ethernet ConnectivityConfiguration ManagementAsset ManagementSoftware DeploymentEmergency SupportUser TrainingDocumentation ProceduresSaaS Environment Support

Soft Skills

Communication SkillsInterpersonal SkillsOrganizational SkillsTime ManagementAttention To Detail

Tools & Technologies

Office 365SlackTeamsEgnyteGoogle SuiteAdobe Creative SuiteManageEngineSalesforce.com

Certifications & Qualifications

Microsoft 365 Certified: FundamentalsMicrosoft 365 Certified: Endpoint Administrator AssociateApple Certified Support Professional

Industry Keywords

IT SupportHelpdesk ManagementAsset DeploymentComputer SecurityEndpoint Management

Tech Stack

Tools & technologies

DNSSFDC

About the role

Key responsibilities & impact

Provide 1st and 2nd level IT support to users across offices
Self-assign and manage support tickets in the ticketing system
Reach out to users via Slack and Teams to resolve problems
Escalate problems to appropriate teams or individuals
Manage end-user laptop configurations and asset deployment
Maintain accurate asset management systems and flag purchasing needs
Administer computer security, patching, anti-virus, and software deployment systems
Review, update, and create policies and configuration items in MDM and endpoint management software
Configure hardware, peripherals, services, settings, directories, and storage
Configure and support users in the Hotwire Group SaaS environment, including Office365, Egnyte, Slack, Google Suite, Adobe Creative Suite, ManageEngine, and Salesforce.com
Conduct one-to-one training and orientation sessions for every new hire
Provide emergency or pre-planned out-of-hours support when required
Perform ad hoc IT duties assigned by the manager
Liaise with suppliers to enable access to IT supplies
Research and recommend new technologies, equipment, and services
Document systems and maintain installation and configuration procedures
Create and maintain user instructions for applications and processes

Requirements

What you’ll need

Great English communication, writing, interpersonal, and organizational skills
Ability to work accurately to deadlines under pressure and handle information confidentially and discreetly
Ability to learn quickly and work without close supervision
Effective prioritization, time management, organizational, and attention-to-detail skills
Experience and complete capability supporting Apple Macintosh and Windows systems in a Microsoft 365 environment
Solid understanding of networking principles including DNS and DHCP
Ability to support WiFi and Ethernet connectivity
Experience with MDM deployment
Office 365 administration, including 2FA, email, and Teams
Experience working in a SaaS environment
5+ years’ experience of helpdesk management and IT 1st/2nd level support
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Endpoint Administrator Associate
Apple Certified Support Professional

Benefits

Comp & perks

Fully remote support for the remote user base
Emergency or pre-planned out of hours support when required
Global IT team collaboration