IT Support Analyst

About Us:

Headquartered in the United States, TP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world's top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people's lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint.

We believe technology changes the world for the better! At TP-Link Systems Inc, we are committed to crafting dependable, high-performance products to connect users worldwide with the wonders of technology.

Embracing professionalism, innovation, excellence, and simplicity, we aim to assist our clients in achieving remarkable global performance and enable consumers to enjoy a seamless, effortless lifestyle.

Overview:

We are seeking a hands-on, proactive IT Support Analyst to join our team. This role covers a broad range of responsibilities-from software and hardware support to onboarding, asset tracking, and supporting IT-related building systems. You'll be the go-to person for day-to-day IT needs, helping the business stay productive and secure.

Key Responsibilities:

IT Operations & Process Management

• Utilize IT Service Management (ITSM) tools and processes to manage incidents, service requests, and change management activities.
• Maintain proper documentation of IT procedures, system configurations, and troubleshooting guides.
• Create and maintain user guides and internal support documentation.
• Provide general IT support for end users, including software and hardware installation, troubleshooting, maintenance, and repair.
• Manage the new hire onboarding process, including device provisioning, account setup, and orientation support for IT systems.
• Maintain accurate IT asset inventory, including laptops, monitors, peripherals, and software licenses.
• Administer and support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Entra ID.
• Manage user lifecycle activities including onboarding, offboarding, mailbox administration, distribution groups, and license assignment.
• Troubleshoot Microsoft 365 service issues and support end-user collaboration tools.
• Monitor Microsoft 365 service health and system notifications.
• Assist with Microsoft 365 tenant configuration, policy management, and service optimization initiatives.
• Support Microsoft 365 mail administration, including mail flow rules, shared mailboxes, distribution groups, and email delivery troubleshooting.
• Track and manage IT-related services and subscriptions, including Internet and telecom services, Adobe Creative Suite, server hosting, and cloud platforms.

Infrastructure & Systems Support

• Provide first-level support and troubleshooting for servers, virtual machines, and network infrastructure.
• Escalate complex infrastructure issues to the Infrastructure team.

Vendor & Project Coordination

• Collaborate with vendors for hardware procurement, IT service delivery, and system maintenance.
• Participate in IT system implementation projects as a project coordinator or project manager when required.
• Coordinate with internal teams and external vendors to ensure IT projects and operational tasks are delivered efficiently.