IT Support Analyst

As an IT Support Analyst at Advanced Navigation, you will play a crucial role in ensuring team productivity by providing comprehensive IT helpdesk support. This includes assisting a global team through various channels, administering the IT service management system, and managing the deployment of new systems. You will also engage in troubleshooting hardware and software issues, maintaining cybersecurity compliance, and contributing to the development of IT documentation.

To be considered for the IT Support Analyst position at Advanced Navigation, you should possess a tertiary qualification in information technology or relevant industry certifications. Additionally, having over two years of experience in IT helpdesk or support roles is essential. Familiarity with Linux (specifically Ubuntu) and experience in a security-critical environment will be advantageous.

The IT Support Analyst role at Advanced Navigation requires strong familiarity with both Windows (10 and 11) and Linux desktop operating systems. You should have experience with Command Line Interfaces, networking protocols, and troubleshooting connectivity issues. Knowledge of Microsoft Active Directory, Google Workspace, and ITIL-based ticketing systems is also important to manage user accounts and support high-quality service delivery.

As an IT Support Analyst at Advanced Navigation, you'll find yourself in a fast-paced and collaborative work environment. Our culture emphasizes research and discovery, providing you with the opportunity to engage in interesting projects with leading technologies. The dynamic nature of our team, combined with the focus on innovation, creates a stimulating atmosphere where your skills will be nurtured and challenged.

Working as an IT Support Analyst at Advanced Navigation opens the door to numerous career opportunities within the company. With our commitment to employee growth, you could transition into roles focused on IT project management, cybersecurity, or systems administration. Continuous learning and development are prioritized, allowing you to carve out a career path that aligns with your interests and aspirations.

When answering this question, focus on specific examples where you diagnosed and resolved technical issues. Highlight your methodical approach to troubleshooting, including how you gather information from users, research solutions, and document your process. Show your problem-solving skills and your ability to work under pressure.

Mention the specific tools and software you've used, such as ticketing systems, remote assistance software, or any specialized applications relevant to network or device management. Elaborate on how you utilize these tools efficiently to enhance your productivity and the user's experience.

Explain your approach to prioritizing support requests based on urgency, impact, and user needs. You might mention utilizing ticketing systems to manage workload and ensuring high-severity issues are addressed promptly, while keeping communication open with users regarding estimated resolution times.

Here, you'll want to discuss your understanding of cybersecurity best practices and your experience applying them in previous roles. You can mention how you handle sensitive information, manage access controls, and report incidents, as well as your commitment to staying updated on security standards and protocols.

Share a specific instance where you encountered a significant technical issue. Detail the complexity of the problem, your analytical approach in diagnosing it, and the steps you took to resolve it. Highlight the positive outcome and any lessons learned from the experience.

Discuss your interpersonal skills, emphasizing calmness and empathy in challenging situations. Detail your approach to understanding the user's issue, managing their expectations, and providing a resolution or an alternative solution. Being able to showcase patience and active listening is key.

Provide examples of how you've actively managed IT assets in previous roles, such as maintaining an asset register, tracking equipment status, and performing audits. Highlight the importance of asset management in supporting effective IT operations and minimizing downtime.

Discuss specific tasks you’ve performed using Microsoft Active Directory, such as user creation, group policy management, and troubleshooting access issues. If you have experience with administration and policy application, be sure to highlight that as well.

Here, mention how long you have worked with Linux, the distributions you’ve used (like Ubuntu), and specific tasks you've handled, such as installing software or managing users. Highlight any troubleshooting techniques or experiences that demonstrate your capabilities.

Illustrate your commitment to professional growth by discussing the resources you utilize to stay informed, such as online courses, webinars, forums, or industry publications. Mentioning specific technologies or methodologies you’re excited to learn about can also enhance your response.