IT Support Analyst
Duties and Responsibilities:
- Provide on-site and remote IT support for desktops, laptops, printers, mobile devices, and peripherals through the corporate ticketing system
- Deliver on-site support with regular visits to the Istanbul office (every Wednesday and Thursday) and occasional support visits to the Sakarya office based on business demand
- Administer and support Microsoft Intune as the organization's Mobile Device Management (MDM) platform, including device enrollment, compliance policies, configuration profiles, application deployment, security baselines, and endpoint lifecycle management for both Windows and macOS devices
- Manage device provisioning and deployment using Windows Autopilot and Apple device enrollment methods to ensure a seamless onboarding experience
- Troubleshoot and resolve end-user hardware, software, operating system, network connectivity, and endpoint management issues in a timely manner
- Install, configure, maintain, and support hardware, operating systems, software applications, printers, and network-connected devices
- Provision, onboard, and offboard users, including account setup, device assignment, access management, and compliance with IT security policies
- Manage day-to-day helpdesk operations, handling tickets across varying priority levels while ensuring adherence to service-level expectations
- Perform remote diagnostics and troubleshooting using appropriate tools and techniques to resolve user incidents and service requests
- Maintain accurate IT asset inventory records, including endpoint devices, peripherals, software licenses, and spare equipment stock
- Manage and support local office IT infrastructure, including:
- Internet service providers (ISP) and internet connectivity
- Office routers, switches, firewalls, and Wi-Fi equipment
- Physical access control systems
- Network cabling and local infrastructure components
- Support and maintain meeting rooms, audio-visual equipment, video conferencing platforms, and collaboration technologies
- Assist with IT infrastructure projects, device refresh programs, office expansions, migrations, and technology rollouts
- Monitor endpoint compliance, security posture, and device health, ensuring adherence to corporate IT and cybersecurity standards
- Create and maintain technical documentation, asset records, operational procedures, and knowledge base articles
- Identify opportunities to improve IT support processes, automation, endpoint management, and user experience through continuous improvement initiatives
Qualifications and Experience:
- BSc in tech-related fields and/or 1-3 years’ experience in a similar IT support role
- Good knowledge of IT infrastructure models
- Good knowledge of Microsoft 365, Entra ID, Intune MDM, and basic networking (TCP/IP, DNS, DHCP, EAP-TLS)
- Experience working with Windows OS (10/11) and macOS
- Experience with ITSM platforms/tools
- Basic understanding of security protocols, antivirus tools, and backup solutions.
- Professional proficiency in spoken and written English.