IT Support Analyst – Tier 1/2 Technical Support

About the role

The IT Support Analyst provides Tier 1 and Tier 2 technical assistance to Qualcomm employees, ensuring seamless operation of desktops, laptops, mobile devices, and lab equipment. You will handle service requests, troubleshoot hardware and software issues, and help standardize IT services.

Key responsibilities

• Address daily IT service requests and incidents across Windows and Linux operating systems.
• Investigate and resolve network issues (LAN/WAN/VLAN) and support virtualization platforms.
• Manage tickets in ServiceNow, maintain documentation, and meet SLA timelines.
• Configure and troubleshoot Android and iOS smartphones.
• Participate in after‑hours on‑call rotations and provide 24/7 DFS support.
• Assist with IT asset relocations, technology refreshes, and lab software debugging.
• Develop knowledge‑base articles and standard operating procedures.

Required profile

• 4–5 years of hands‑on IT operations and support experience.
• Proficiency in Windows system administration and Unix/Linux (RedHat, Ubuntu).
• Understanding of LAN/WAN/VLAN networking concepts.
• Familiarity with VMware and virtualization technologies.
• Experience configuring and troubleshooting Android and iOS devices.
• Strong multitasking, organizational, and communication abilities.

Required skills

• Windows
• Linux (RedHat, Ubuntu)
• LAN/WAN/VLAN networking
• VMware
• Virtualization
• Android
• iOS
• ServiceNow
• Scripting