Hill International, Inc. IT Support Analyst in TR, Turkey

For more than four decades, owners have turned to Hill International to manage their largest and most complex projects and programs. We are proud to have participated in some of the most iconic projects in the world. With more than 10,000 projects valued in excess of $500 billion, we manage all phases of the construction process from concept through completion. To minimize risk and maximize results on your next project, turn to Hill International. For more information on Hill, please visit our website at www.hillintl.com .

IT Support Analyst – Istanbul

Job Overview:

The IT Support Analyst will provide technical support to Hill International employees and external partners via telephone calls, callbacks, emails, and ticket requests. Provide on-site second level technical support to local end users on various technical issues and problems relating to hardware, software and peripherals when required. This Analyst will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. This Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate IT Team.

Job Responsibilities:

  • Provide exceptional customer service via phone, in person, and email as appropriate

  • Resolve 2nd level site support issues including second level troubleshooting connectivity, mobile devices, hardware and software issues

  • Troubleshoot corporate equipment connecting to the LAN and WAN including VPN and remote users

  • Develop, document and revise SOP procedures and knowledge base articles as needed

  • Perform user administration duties

  • Travel to jobsites and offices

  • 2-5 years of experience as a Site Support Analyst or 1-3 years of hands-on experience working in end-user desktop support role

  • Microsoft Office Knowledgebase including Office 365

  • Microsoft operation system Knowledgebase

  • Microsoft Windows Servers Knowledgebase

  • Perform work on ADU&C

  • Remote Desktop support

  • Web based ticketing systems (basic knowledge), logging customer/employee queries

  • Advanced printer / peripheral device troubleshooting

  • Install, modify, and repair computer hardware and software

  • TCP/IP, DNS and DHCP knowledge

  • Remote support for handheld smartphones and tablets

  • Set up workstations with computers and necessary peripheral devices (routers, printers etc.)

  • Check computer hardware (HDD, mousses, keyboards etc.) to ensure functionality

  • Install and configure appropriate software and functions according to specifications

  • Develop and maintain local networks in ways that optimize performance

  • Ensure security and privacy of networks and computer systems

  • Provide orientation and guidance to users on how to operate new software and computer equipment

  • Organize and schedule upgrades and maintenance without deterring others from completing their work

  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

  • Maintain records/logs of repairs and fixes and maintenance schedule

  • Identify computer or network equipment shortages and place orders

  • Degree in Computer Science or relevant field

  • Proven experience as Site Support Analyst or relevant position

  • Excellent diagnostic and problem solving skills

  • Excellent command of the Turkish and English language

  • Outstanding organizational and time-management skills

  • In depth understanding of diverse computer systems and networks

  • Good knowledge of internet security and data privacy principles

  • Certification as IT Analyst will be an advantage (e.g. CompTIA A , Microsoft Certified IT Professional)

Title: IT Support Analyst

Location: TR-TR-Istanbul

Requisition ID: 18000384