Intermediate - level role driving automation initiatives and supporting production processes at Citi. Enhancing operational efficiency and ensuring system reliability through dedicated solutions.
About the role
- Senior Technical Support Analyst providing remote and on-site IT support across diverse technologies. Collaborating with teams to ensure high-quality service and customer satisfaction.
Responsibilities
- You’ll work with a wide range of customers and technologies, provide both remote and on-site support and serve as an escalation point for more complex issues across our customer base.
- You’ll own more complex incidents and problems while monitoring and managing the shared ticket queue (ensuring tickets are prioritised, progressed, and escalated correctly based on urgency and priority)
- Work across a broad range of tech tools and industries
- Act as an escalation point for our technical support analysts, providing guidance and coaching
- Sit alongside our senior engineers to support them with the design, implementation and maintenance of cloud and on-prem infrastructure (and solutions for our customers)
- Help us improve our processes and services as we scale up, ensuring best security practices are implemented and followed
- Play a real part in shaping how we deliver IT solutions across our customer base
- Heads up, this role is part of a rotating on-call roster .
Requirements
- At least 3-5 years’ experience working in a technical support, service desk, or similar role
- MSP experience is a plus, but not a must
- Administering, provisioning and maintaining Microsoft 365 environments (Google Workspace experience is a plus)
- Hands-on experience across Windows and macOS operating systems
- Good understanding of security and compliance, including tools such as Intune, Entra ID and Microsoft Defender
- Clear, effective communication skills, both written and verbal. You can easily explain technical concepts in plain language
- Strong problem-solving skills and the ability to seek out answers
- A genuine passion for technology and a customer-centric attitude
- Bonus points for: Microsoft, Google or AI certifications, or other security certifications
- Experience with automation and scripting (e.g., PowerShell, low code / no code solutions)
Benefits
- Training and Development: We back your growth, personally and professionally 🌱
- Remote Work/Flexible Hours: Work where and when you're most productive. ⏰
- 6 Personal Days: Just because. 🏡
- 5 Weeks Annual Leave: Recharge and relax. 🏖️
- Subsidised Public Transport: Make your commute easier (and greener). 🚌
- Living Wage Employer: We value and support our team. 🌟
- Community and Team Social Club: Be part of a vibrant, creative community at GridAKL.🌍
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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