IT Support Analyst

About the role

We are looking for a proactive and customer-focused IT Support Analyst to join our Dhaka, Bangladesh team. This role combines business application support (primary) and end-user IT support (secondary), ensuring smooth daily operations for our global teams. You will be responsible for assisting users with business systems, troubleshooting IT issues, and acting as a key bridge between end-users, product teams, and IT.

Responsibilities

• Business Application Support (Core Focus)
• Provide guidance to internal users on system workflows, logic, and business processes
• Support users in navigating and using company business applications effectively
• Validate, document, and escalate system bugs to Product/Development teams
• Monitor and track application issues, ensuring proper follow-up and resolution
• Contribute to improving user experience by identifying recurring issues and proposing solutions
• IT Helpdesk & End-User Support
• Provide L1/L2 support for hardware, software, and network-related issues
• Troubleshoot and resolve user issues on laptops, peripherals, and office equipment
• Assist remote users with technical support across multiple locations
• Support Windows OS environment and Office 365 usage
• Resolve network connectivity and system access issues
• Operations & Monitoring
• Monitor systems and services to ensure availability and performance across regions
• Manage and resolve tickets according to SLA and priority
• Perform routine system checks, updates, and maintenance
• Collaboration & Documentation
• Work closely with global IT teams and product teams to resolve complex issues
• Document troubleshooting steps, solutions, and knowledge base articles
• Provide user training and guidance to improve IT and system adoption
• Productivity & AI Enablement
• Use AI-powered tools (e.g., copilots, chat assistants, automation tools) to improve efficiency in ticket handling, troubleshooting, and documentation
• Demonstrate curiosity and willingness to learn and adopt emerging AI technologies
• Identify opportunities to leverage AI to streamline repetitive tasks and enhance user support experience
• Business Application Support Skills
• Ability to understand and explain business workflows and system logic clearly
• Experience supporting internal tools, platforms, or enterprise applications
• Strong analytical mindset to troubleshoot functional/system issues
• AI & Productivity Mindset
• Basic familiarity with AI tools (e.g., ChatGPT, Copilot, or similar assistants)
• Enthusiasm for using AI to improve daily work efficiency and support quality
• Willingness to continuously learn and experiment with new tools and technologies
• Soft Skills
• Strong communication skills to interact with global stakeholders
• Customer-oriented mindset with strong problem-solving abilities
• Ability to manage multiple tasks in a fast-paced environment
• Detail-oriented and process-driven approach
• Technical Skills
• Solid experience in Windows OS, hardware, and network troubleshooting
• Working knowledge of Microsoft 365 / Office 365
• Familiarity with printers, scanners, and endpoint troubleshooting

Requirements

• Around 3 years of relevant experience.
• Previous experience in IT Helpdesk / Service Desk / IT Support role
• Experience in business application support is a strong advantage
• Certifications (Preferred)
• CompTIA A+, Microsoft certifications, or equivalent
• Education:
• Bachelor's or master's degree in Computer science (CSC), Information Technology or a related technical field.
• Profile We're Looking For
• Comfortable supporting global users (EMEA/APAC/US) across time zones
• Strong in ticket handling, escalation, and communication
• Able to balance ~80% application support and ~20% IT technical support
• Proactive, self-learning, and adaptable to new technologies (including AI tools)

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