Qureos Mentor

Mammoth-AI

About the RoleWe are looking for an experienced and proactive IT Support Analyst to join our technical support team. The ideal candidate should have prior Helpdesk experience, hands-on knowledge of Citrix environments, and familiarity with Azure DevOps-based monitoring and reporting. This role involves providing end-to-end support for users, ensuring systems remain operational and secure through consistent monitoring, troubleshooting, and timely issue resolution.The position operates in rotational shifts (4:00 a.m. &ndash; 12:00 p.m. EST and 12:00 p.m. &ndash; 8:00 p.m. EST) to maintain full-day coverage and seamless shift handovers.Roles &amp; Responsibilities<ul><li>Monitor system dashboards and alerts to prepare daily operational readiness reports.</li><li>Review and manage conferencing device status and perform remote troubleshooting or reboots when needed.</li><li>Manage Citrix sessions, including terminating inactive sessions and resolving login or performance issues.</li><li>Diagnose and troubleshoot VPN, VDI, and Wi-Fi connectivity problems.</li><li>Install, configure, and troubleshoot printers, applications, and hardware peripherals such as docking stations, cameras, and monitors.</li><li>Provide end-user support for Office 365 and other corporate or third-party applications.</li><li>Perform driver updates, firmware installations, and ensure systems are up to date.</li><li>Handle account unlocks, password resets, BitLocker recovery, and MFA reconfiguration in line with company security procedures.</li><li>Maintain accurate and detailed records in the ticketing system, ensuring timely updates and proper documentation.</li><li>Coordinate handovers between shifts, ensuring consistency and clarity in ongoing support activities.</li><li>Follow defined SLAs, escalation procedures, and operational standards to ensure reliable and prompt issue resolution.</li><li>Participate in team meetings, knowledge-sharing sessions, and contribute to improving helpdesk operations and documentation.</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field.</li><li>3&ndash;6 years of prior Helpdesk or Technical Support (L1/L2) experience in a corporate environment.</li><li>Proven experience supporting and troubleshooting Citrix environments.</li><li>Solid understanding of:</li><li>Windows operating systems, Active Directory, and Office 365 administration.</li><li>Network fundamentals including VPN, VDI, and Wi-Fi support.</li><li>Common hardware and peripheral troubleshooting.</li><li>Experience with ticketing systems such as Azure DevOps, ServiceNow, Jira, or equivalent.</li><li>Strong problem-solving skills with attention to detail and the ability to prioritise multiple tasks.</li><li>Excellent communication skills with a customer-focused approach.</li><li>Flexibility to work in rotational EST shifts for continuous support coverage.</li></ul>Benefits<ul><li>Market Competitive Salary</li><li>Medical (spouse &amp; children)</li><li>OPD</li><li>Fuel Allowance</li><li>Performance-based Increments</li></ul>Apply Now recruitment@mammoth-ai.comJob Type: Full-timePay: Up to Rs400,000.00 per monthApplication Question(s):<ul><li>How would you rate your English Speaking Skill out of 10?</li><li>What is your Current Salary?</li><li>What is your Expected Salary?</li><li>What is your Notice Period?</li></ul>Location:<ul><li>Lahore (Preferred)</li></ul>Work Location: In person

IT Support Analyst

Join Mammoth-AI and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Mammoth-AI

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IT Support Analyst