Technical Support Analyst (6 Months contract)

Job Description

Reporting to the Lead, Technology, the Technical Support Analyst will be responsible for resolving technical issues faced by employees and support in the maintenance of the Foundation technology systems.

WAYS YOU CAN CONTRIBUTE

Drive end-to-end support for the Foundation technology tools by responding and resolving incoming support requests, diagnosing technical problems, performing updates / configuration changes, and escalating to other departments (as required).
Monitor IT services to ensure consistent, reliable, and secure delivery and maintaining an error-log and user-reported issue list.
Provide guidance and ongoing training for end-users on commonly encountered issues.
Interface with local vendors as required, to help resolve technical issues.
Onboard, monitor and offboard the Foundation staff personal IT equipment (e.g., facilitating training, user guideline compliance, equipment performance management, closing of accounts, etc.); drive scheduled equipment refreshes.
Perform regular maintenance on network connected devices to ensure integrity of the network.
Deliver a distinctive online user experience by supporting SaaS solutions including maintenance, troubleshooting issues and tech support.

Who You Are

Bachelor’s degree or diploma and/or certificate in IT related fields.
Minimum 5 years’ experience supporting end users, applications, and hardware.
Practical hands-on experience on workstations, printers, cellphones, and audio-visual equipment.
Possesses an intermediate level of network and infrastructure expertise coupled with a high ability to quickly learn new technologies.
Exceptional analytic and troubleshooting skills for solving problems.
Understands how emerging technologies and service providers can be utilized to improve existing systems and/or increase operational efficiency.
A good understanding of the following Technologies: Windows, Office 365, Cloud environments, Azure Active Directory.
Fluent in English and local language(s).
Results driven and motivated by a sense of performance excellence and a sense of urgency; possesses a proactive and ‘self-starter’ mentality.
Ability to travel internationally up to 10% of the time.
Flexible, adaptable, and able to execute a range of job duties and changing priorities.
Proven excellence in verbal, written, and presentation skills with the ability to articulate information to a variety of constituents across cultures and to distill complex information and data into accessible conversation and written pieces.
Possess professional maturity, sensitivity with different cultures, and impeccable integrity that exemplify the Foundation’s values.
You have a commitment to Mastercard Foundation’s values and vision.

Deadline for Applications is February 7, 2024.