Site Support Analyst

at  Hill International Inc

We are looking for a qualified Site Support Analyst that will install and maintain computer systems and networks aiming for the highest functionality. You will also “train” users of the systems to make appropriate and safe usage of the IT infrastructure. This is part of a global IT team; we are 44 people strong today. This position will be tasked with carrying out the work in-line with the mission of Hill as a company, plus as part of the Global IT function, ensuring that all policies/procedures needed to run a global firm are adhered to and educated on through all parts of the job.
The Site 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 to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate IT Team.

The Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information, and assisting others with work orders.

• Reporting to the office Monday through Friday
• Provide on-site & remote support to resolve IT incidents and requests in a timely manner to a wide range of stakeholders via phone, in person, or email as appropriate.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, supporting mobile devices, hardware, imaging desktops/laptops, and configuring systems and applications.
• 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
• Project site office mobilizations, relocations, and decommissioning.
• IT Asset Management
• Proven experience as a Site Support Analyst with 2-3 years of experience or 2 years of hands-on experience working in an end-user desktop support role
• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Excellent customer service and soft skills.
• Experience with Windows 10,11
• Experience with Mac OS & Apple IOS
• Microsoft Office suite & O365, Intune
• Active Directory / Azure /Entra ID
• BitLocker and File Vault encryption
• Remote Desktop support
• Experience with Dell Premier
• Experience with submitting and tracking Purchase Orders
• Advanced printer / peripheral device troubleshooting (Canon uniflow, Ricoh)
• Install, modify, and repair computer hardware and software
• TCP/IP, DNS, and DHCP knowledge
• Remote support for handheld smartphones and tablets
• ServiceNow or similar IT ticketing system
• Travel to job sites (Western Europe) and project offices providing support.
• Fluent Polish language
• Very good knowledge of English language
• Outstanding organizational and time-management skills

• In-depth understanding of diverse computer systems and networksGood knowledge of internet security and data privacy principles

PERSON SPECIFICATION, SKILLS, AND KNOWLEDGE

• Adheres to Hill’s Code of Ethics and Business Conduct
• Communicative English
• Possesses the technical/professional knowledge required to successfully perform job duties
• Ability to work with minimal supervision and takes ownership of work and make suggestions for improvement
• Demonstrates the ability to lead and direct others in accomplishing work
• Reliable, trustworthy, and persistence
• Strong Planning and Organizational Skills
• Able to maintain a high quality of work
• Possesses a flexible approach to work
• Ability to analyze and solve problems
• Skills in organizing, prioritizing, and scheduling workflow
• Keen attention to detail
• Responsible attitude
• Self-motivated and able to work as part of a team
• Able to work well under pressure
• Able to work with a sense of urgency.Possess a responsible attitude.

Education & Certifications :

• Degree in Computer Science, engineering, or equivalent work experience.
• Any certification for Microsoft Systems, Azure Fundamentals, CompTIA A+, NET+ will be considered a plus.

Please refer the Job description for details