Service Desk Analyst Full Time

Sonata Software is a leading global technology services company dedicated to delivering innovative IT solutions and digital transformation services to clients across various industries. With a strong emphasis on customer-centricity and technological excellence, Sonata Software has established itself as a trusted partner for organizations seeking to enhance their digital capabilities. The company prides itself on fostering a dynamic work environment that encourages continuous learning, collaboration, and professional growth. Sonata Software’s commitment to quality and innovation has earned it a reputation for excellence in the IT services sector, making it an ideal place for talented professionals to build their careers.

About The Role

The IT Support Specialist role at Sonata Software is a vital position responsible for delivering high-quality technical assistance to end-users, ensuring seamless operation of their hardware and software environments. This role involves providing support for Windows and Mac operating systems, managing software updates, and troubleshooting a wide range of technical issues. The ideal candidate will possess excellent communication skills, a customer-first attitude, and the ability to work independently while collaborating effectively with support teams. The position offers an exciting opportunity to work in a fast-paced environment, supporting diverse technologies and user needs, contributing directly to the overall productivity and satisfaction of the organization’s workforce.

Qualifications

• Proven experience in providing IT support remotely and on-site.
• Strong knowledge of Windows and Mac operating systems.
• Hands-on experience with networking concepts including LAN, WAN, VLAN, VPN, and VOIP.
• Familiarity with Active Directory, M365, Azure Active Directory (AAD).
• Experience supporting hardware from OEMs such as Lenovo, Dell, and Apple.
• Basic understanding of Virtualization, SCCM, JMAF, and Intune.
• Proficient in configuring email and collaboration tools, especially Microsoft 365.
• Experience with ITSM tools like ServiceNow and JIRA Service Desk.
• Knowledge of Office 365, VOIP troubleshooting, vendor management, and asset management.
• Excellent written and verbal communication skills in English.
• Ability to work independently, prioritize tasks, and escalate issues appropriately.
• Experience in providing voice support alongside email and chat support.

Responsibilities

• Provide technical assistance for Windows and MacBook laptops and desktops, ensuring minimal downtime for end-users.
• Manage software upgrades, patch management, and application installations based on organizational requirements.
• Address end-user issues promptly, maintaining a positive and professional interaction at every touchpoint.
• Utilize feedback to continually enhance service quality and user experience.
• Document all incidents accurately in ticketing systems and ensure timely resolution.
• Provide SOP-based support on end-user devices, adhering to established procedures.
• Collaborate with L2 support teams for complex issues requiring escalation.
• Perform ticket triaging and manage queue prioritization effectively.
• Support email and collaboration tools configurations, including Office 365 and VOIP systems.
• Participate in continuous learning and training to stay updated with evolving technologies.
• Contribute to knowledge base documentation and process improvement initiatives.

Benefits

Sonata Software offers a comprehensive benefits package designed to support the well-being and professional development of its employees. This includes competitive salary packages, health insurance coverage, and retirement plans. Employees have access to ongoing training and certification programs to enhance their technical skills. The company promotes a collaborative and inclusive work environment, encouraging innovation and teamwork. Additionally, Sonata Software provides flexible working arrangements where applicable, along with employee wellness programs and recognition initiatives to foster a positive workplace culture.

Equal Opportunity

Sonata Software is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, ethnicity, gender, age, religion, disability, or any other protected characteristic. We believe that diverse perspectives and backgrounds drive innovation and excellence, and we are dedicated to providing equal employment opportunities to all qualified candidates.