Imediato Nexway

Support Engineer

• Handle, log, and resolve Level 1 support tickets by phone, chat, email, or in person
• Provision users, access permissions, email accounts, and profiles in accordance with current policies
• Triage and escalate tickets beyond the scope of Level 1 support to higher-tier teams, providing complete information
• Follow standardized procedures from the knowledge base to increase first-contact resolution
• Monitor open tickets and keep users informed about their progress
• Assist with the preparation and configuration of workstations and devices
• Record asset movements and keep inventory data accurate and consistent
• Advise users on best practices, information security, and IT policies

Explore Junior Support Analyst at Imediato Nexway. Review requirements and application details.

Junior Support Analyst

• Handle and resolve second-level technical support tickets within defined SLAs
• Perform advanced troubleshooting of operating systems, applications, networks, and workstation infrastructure
• Apply ITSM best practices to incident, request, and problem management
• Identify recurring tickets and propose and implement permanent solutions in collaboration with the infrastructure team
• Escalate cases beyond the scope of N2 support to third-level support or subject-matter experts, providing documented diagnostics
• Maintain and expand the knowledge base by creating articles that reduce demand on N1 support
• Provide technical assistance and guidance to N1 analysts, increasing the first-level resolution rate
• Support the execution of planned changes and the deployment of new tools for users
• Perform workstation and device configuration, imaging, and preparation activities

Explore Mid-Level Support Analyst at Imediato Nexway. Review requirements and application details.

Open roles

Junior Support Analyst

Mid-Level Support Analyst