Role Summary

The Technical Support Analyst provides day-to-day IT support for end users, ensuring reliable, timely, and high-quality technical assistance. This role supports hardware, software, and enterprise applications, troubleshoots incidents, fulfills service requests, and escalates issues as needed to higher-level support teams.

The position requires strong technical troubleshooting skills, excellent customer service, and professional-level English communication to support global users and collaborate with international IT teams.

Key Responsibilities

Provide L1/L2 technical support for end-user issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.Diagnose and resolve incidents related to Windows OS, Microsoft 365, VPN, printers, and network connectivity.Log, track, and manage incidents and service requests using the ITSM tool (e.g., Freshservice).Escalate complex issues to L2/L3 teams and follow up to ensure timely resolution.Support onboarding, offboarding, and user access requests in accordance with IT policies.Assist with hardware deployment, asset tracking, and device lifecycle activities.Maintain accurate documentation, knowledge articles, and standard operating procedures.Communicate clearly and professionally with end users, vendors, and global IT teams.Support IT projects, migrations, and upgrades as required.Ensure compliance with Flowserve security, compliance, and operational standards.

Required Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).1–3 years of experience in an IT support, service desk, or technical support role.Strong troubleshooting skills across Windows OS, Microsoft 365, and basic networking.Experience using ITSM tools such as Freshservice, ServiceNow, or similar platforms.Fluent or near-native English (spoken and written) required to support global users and stakeholders.Strong customer service mindset with excellent communication skills.Ability to prioritize tasks and work effectively in a fast-paced support environment.

Preferred Skills

Experience supporting global or regional IT environments.Familiarity with Active Directory, Azure AD, and basic identity management.Exposure to VPNs, endpoint management tools, and remote support tools.Knowledge of ITIL-based support processes (Incident, Request, Problem Management).Ability to document solutions and contribute to knowledge management.Spanish fluency required; additional European languages a plus.

Core Competencies

Customer Focus – Delivers professional, user-centric technical support.Technical Problem Solving – Quickly diagnoses and resolves technical issues.Communication – Clearly communicates with both technical and non-technical users in English.Collaboration – Works effectively with global IT teams and vendors.Reliability & Accountability – Follows through on issues to resolution.