Job Details

Role Overview

As an Incident & Support Analyst, you will be the first point of contact for end users, providing hands-on technical support for laptops, desktops, peripherals, and office IT infrastructure. You will handle hardware troubleshooting, laptop imaging, software deployment, and endpoint management through Microsoft Intune to ensure employees have reliable, secure, and well-configured devices.

Key Responsibilities

1. Desktop & Laptop Support

•      Provide hands-on (deskside) and remote technical support for hardware, software, and peripheral issues.

•      Diagnose and resolve issues on Windows and macOS, business applications, printers, and other office equipment.

•      Install, configure, and maintain desktops, laptops, monitors, docking stations, and meeting room AV equipment.

2. Laptop Imaging & Device Provisioning

•      Perform laptop imaging, reimaging, and OS deployment using standard build images and provisioning tools.

•      Set up and configure new devices, including hardware, OS, applications, and security configurations.

•      Manage device lifecycle: deployment, refresh, and secure decommissioning, with accurate asset records.

3. Microsoft Intune & Endpoint Management

•      Manage endpoint devices via Microsoft Intune (MDM/MAM) — enrollment, compliance, and configuration profiles.

•      Deploy applications, security updates, and patches through Intune and Microsoft endpoint management tools.

•      Troubleshoot Intune enrollment, conditional access, and compliance issues; support Autopilot zero-touch provisioning.

4. Hardware Expertise

•      Diagnose and repair hardware faults; coordinate vendor warranty replacements where required.

•      Perform component-level troubleshooting (RAM, SSD, motherboard, battery, display, keyboard, etc.).

•      Manage hardware spares inventory and support office network basics (Wi-Fi, switches, cabling, printers).

•      Contribute to IT projects such as office moves, new site setups, hardware refreshes, and security rollouts.

5. Incident Management & Ticketing

•      Log, prioritize, and resolve support tickets in line with defined SLAs.

•      Escalate complex issues to L2/L3 teams with proper documentation and follow-through to closure.

•      Maintain accurate records of incidents, requests, and resolutions in the ticketing system.

Required Skills and Qualifications

•      3–5 years' experience as an Incident & Support Analyst, Desktop Support Engineer, or similar hands-on end-user support role.

•      Strong hands-on expertise in laptop and desktop hardware — installation, troubleshooting, and component replacement.

•      Experience with laptop imaging tools such as MDT, SCCM, or Windows Autopilot.

•      Working knowledge of Microsoft Intune for endpoint management and policy configuration.

•      Strong knowledge of Windows 10/11 administration; macOS support a plus.

•      Hands-on experience with Microsoft 365, Azure AD / Entra ID, and Active Directory.

•      Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).

•      Experience with IT ticketing/ITSM tools.

•      Strong customer service orientation with excellent verbal and written communication skills.

Preferred Qualifications

•      Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.

•      Certifications such as CompTIA A+, Microsoft MD-102, Microsoft Endpoint Administrator, or ITIL Foundation.

•      PowerShell scripting experience for automation of routine tasks.

•      Exposure to mobile device management for iOS and Android.

•      Familiarity with Microsoft Defender for Endpoint, BitLocker, and antivirus management.

Work Conditions

•      Primarily on-site role to provide hands-on support at office locations.

•      Occasional travel between sites and after-hours support for critical issues or deployments.

•      Physical ability to lift and move IT equipment as part of routine duties.

Benefits

At apexanalytix we know that our associates are the reason behind our successes. We truly value you as an associate and part of our professional family. Our goal is to offer the very best benefits possible to you and your loved ones. When it comes to benefits, whether for yourself or your family the most important aspect is choice. And we get that. apexanalytix offers competitive benefits for the countries that we serve, in addition to our BeWell@apex initiative that encourages employees’ growth in six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence.

With resources such as a strong Mentor Program, Internal Training Portal, plus Education, Tuition, and Certification Assistance, we provide tools for our associates to grow and develop.

About Us:

At apexanalytix, we’re lifelong innovators! Since the date of our founding nearly four decades ago we’ve been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world.   We’re the perfect balance of established company and start-up.  You will find a unique home here. 

And you’ll recognize the names of our clients. Most of them are on The Global 2000. They trust us to give them the latest in controls, audit and analytics software every day.  Industry analysts consistently rank us as a top supplier management solution, and you’ll be helping build that reputation.

Read more about apexanalytix - https://www.apexanalytix.com/about/