Hill International is an international construction consulting firm that provides program and project management, construction management, cost engineering and estimating, quality assurance, inspection, scheduling, risk management and claims avoidance to clients involved in major construction projects worldwide.
Hill has participated in over 10,000 project assignments with a total construction value of more than $500 billion. Hill is a publicly traded company listed on the New York Stock Exchange (NYSE : HIL), and is headquartered in Philadelphia, Pennsylvania. ()
Position Title : IT Support Analyst
Reports To : Manager Technical Services, International
Location : Athens, GR
The IT Support Analyst will provide technical support to Hill International employees and external partners via phone calls, 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 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 resolving tickets.
Office locations supported but not limited to Greece, Cyprus, Turkey, Albania, Georgia, Azerbaijan and remote project sites.
Responsibilities & Requirements :
Reporting to 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, 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.
Proven experience as IT Support Analyst or relevant position with two to five years of experience as a Site Support Analyst or 1-3 years of hands-on experience working in end-user desktop support role
Excellent diagnostic and problem-solving skills
Excellent communication ability
Excellent customer service and soft skills.
Experience with Windows 10
Experience with Mac OS & Apple IOS
Microsoft Office suite & O365, Intune
Active Directory / Azure
BitLocker and File Vault encryption
Remote Desktop support
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
IT Asset Management
Experience with Dell Premier
Experience with submitting and tracking of Purchase Orders
Native language and proficient in English verbal and written are must
Skills in organizing, prioritizing, and scheduling workflow
Outstanding organizational and time-management skills
In depth understanding of diverse computer systems and networks
Knowledge of internet security and data privacy principles
Able to work with Cross-Functional teams
Able to work well under pressure
Able to work with a sense of urgency
Possess a responsible attitude
Travel to jobsites and project offices providing support
Valid Driver’s license
Education & Certifications :
Degree in Computer Science, engineering, or relevant field
Any certification for Microsoft Systems, Azure Fundamentals, CompTIA A+, NET+ will be considered a plus