IT Support Engineer

Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we’d love to hear from you.

Job Responsibilities:
• Provide high quality customer support with a customer first mentality.
 • Responding to support requests or escalations via ticket system, performing root cause analysis and working to resolve problems or incidents.
• Use advanced knowledge and troubleshooting skills to resolve technology issues with computers running Windows, Mac OS and Linux, software applications, AV conferencing hardware.
• Assisting and supporting other IT team members as needed.
• Assist with onboarding and offboarding processes including:  System imaging ,Account creation , Updating asset inventory.
• Taking responsibility for and working on IT projects.
• CCTV and door access control management.
• Various levels of management responsibilities of hosted solutions including M365, Intune, Azure Active Directory.

Required Skills :

 • 4+ years working in an IT operations support role.
 • Outstanding customer service and interpersonal skills.
• Ability to perform well in difficult or stressful situations while maintaining composure and friendliness.
• Skills in the standard tools, concepts, and practices of IT technical support and incident management
• Strong ability to analyze root cause and troubleshoot technical issues independently.
• Knowledge of Active Directory including management, securities, permissions.
• Understanding of network principals.
• Ability to thrive in a fast paced and dynamic environment, with ever changing priorities and tasks.
• Understanding of concepts of ITIL or ITSM.
• Experience with: 
Supporting MacOS,
Windows, Linux and iOS.
Scripting in either Windows, MacOS or Linux
Remote Management and Monitoring platforms  Mobile Device Management platforms.
M365 administration. User account management in Azure AD.