IT Support Analyst

About the Role

We 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. – 12:00 p.m. EST and 12:00 p.m. – 8:00 p.m. EST) to maintain full-day coverage and seamless shift handovers.

Roles & Responsibilities

• Monitor system dashboards and alerts to prepare daily operational readiness reports.
• Review and manage conferencing device status and perform remote troubleshooting or reboots when needed.
• Manage Citrix sessions, including terminating inactive sessions and resolving login or performance issues.
• Diagnose and troubleshoot VPN, VDI, and Wi-Fi connectivity problems.
• Install, configure, and troubleshoot printers, applications, and hardware peripherals such as docking stations, cameras, and monitors.
• Provide end-user support for Office 365 and other corporate or third-party applications.
• Perform driver updates, firmware installations, and ensure systems are up to date.
• Handle account unlocks, password resets, BitLocker recovery, and MFA reconfiguration in line with company security procedures.
• Maintain accurate and detailed records in the ticketing system, ensuring timely updates and proper documentation.
• Coordinate handovers between shifts, ensuring consistency and clarity in ongoing support activities.
• Follow defined SLAs, escalation procedures, and operational standards to ensure reliable and prompt issue resolution.
• Participate in team meetings, knowledge-sharing sessions, and contribute to improving helpdesk operations and documentation.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 3–6 years of prior Helpdesk or Technical Support (L1/L2) experience in a corporate environment.
• Proven experience supporting and troubleshooting Citrix environments.
• Solid understanding of:
• Windows operating systems, Active Directory, and Office 365 administration.
• Network fundamentals including VPN, VDI, and Wi-Fi support.
• Common hardware and peripheral troubleshooting.
• Experience with ticketing systems such as Azure DevOps, ServiceNow, Jira, or equivalent.
• Strong problem-solving skills with attention to detail and the ability to prioritise multiple tasks.
• Excellent communication skills with a customer-focused approach.
• Flexibility to work in rotational EST shifts for continuous support coverage.

Benefits

• Market Competitive Salary
• Medical (spouse & children)
• OPD
• Fuel Allowance
• Performance-based Increments

Apply Now
recruitment@mammoth-ai.com

Job Type: Full-time

Pay: Up to Rs400,000.00 per month

Application Question(s):

• How would you rate your English Speaking Skill out of 10?
• What is your Current Salary?
• What is your Expected Salary?
• What is your Notice Period?

Location:

• Lahore (Preferred)

Work Location: In person