Senior Information Technology Analyst

Job Description

We’re hiring a Senior IT Analyst who can own complex escalations, lead projects end-to-end, and raise the bar across standards, documentation, and operational quality. This is a hands-on role with real ownership.

Primary Duties

• Own and resolve complex L3 escalations across Microsoft 365, Windows Server/AD, networking, virtualization, and endpoint management.
• Lead small-to-mid projects end-to-end: scoping, planning, execution, validation, documentation, and handover.
• Perform root cause analysis and implement durable fixes (automation, standardization, preventative controls).
• Set technical standards and improve service delivery: runbooks, templates, KB articles, change-control discipline, quality checks.
• Mentor and support L1/L2 team members; help improve troubleshooting maturity and client communication.
• Collaborate with offshore teams to delegate tasks effectively, verify quality, ...