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IT Service Analyst

Location: Belgrade, Serbia
Requisition ID: 3012



Snap One is a leading manufacturer and exclusive source of control, A/V, surveillance, networking, power, and infrastructure equipment for residential and commercial professionals. With a vast catalogue of today’s most popular brands, Snap One is the premier choice for professional installers across the globe. We believe that life’s better when everything works together, and the same can be said about the collaborative work we do. Join our award-winning team in our continuous quest to deliver the most brilliant, personalized smart living and smart business experiences to people around the world.

The IT Service Analyst will report to the Manager and Supervisor Team of the Service Desk and will play a lead role in supporting, implementing, procuring, configuring, and the routine maintenance of hardware and peripherals. They will be a member of a highly skilled team, dedicated to providing amazing customer service, participating in project work, troubleshooting, and working with escalated tickets.
Specific Responsibilities
  • Maintenance and configuration of computer systems and networks
  • Handles more advanced triaging and hardware troubleshooting issues/requests, and effectively determines root cause and solutions
  • Setup new hires with user accounts and ensure access to all systems according to the needs of their role in the organization
  • Equipment procurement and replacement
  • Setup hardware and peripherals for Employee’s
  • Provide support, training, and assistance for audio visual equipment in conference rooms, in open use areas and for company meetings
  • Utilize the Service Management system to document work performed on Incidents and Requested, escalate issues, route tickets appropriately, and track inventory
  • Creates support documentation for the knowledge base
  • Handle offboarding of Employee Termination by effectively disabling access, communicating with People Managers, and retrieving Employee’s equipment
  • Focus on meeting and exceeding current SLA’s, most importantly maintaining a high level of customer satisfaction
Required Qualifications
  • Minimum high school or university degree in computer science or electrical engineering
  • Minimum 2 years of work experience in the same or similar roles
  • Knowledge of computer systems and networking software, hardware, applications, and networking protocols
  • General knowledge of networks and network devices
  • Knowledge of active directory, user account creation, and group policy
  • Previous working experience in Windows/Linux OS
  • Advanced knowledge of audio and video equipment
  • Pays close attention to detail
  • Can communicate effectively by adapting communication style to the person or situation
  • Ability to multi-task and prioritize work
  • Excellent knowledge of written and spoken English
Preferred Qualifications
  • Global enterprise working environment experience
  • Jira/Confluence experience
  • Microsoft Office365 experience
  • ITIL Service Management platform experience
  • Experience with Kaseya VSA
  • Experience with Azure cloud services
  • Working knowledge of VMware vSphere
  • Desired certificates: Comp TIA+, Microsoft
  • Experience with Barracuda
Snap One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.