Senior Analyst - IT Support
We are hiring a Senior Analyst - IT Support to join our internal global Tech Hub team in a hands-on hybrid role based in Cluj‑Napoca. This individual contributor role requires a minimum of four days per week in the office and is focused on delivering excellent colleague experience across multiple channels. You will own incident and request handling end-to-end, build and repair endpoints, manage asset records, perform proactive device remediation using Nexthink and similar tools, and collaborate with engineering and other resolver groups.
We will count on you to:
Provide advanced multi-channel support to global colleagues via in-person, phone, chat and virtual pop-ins, adapting to channel demand and business priorities
Respond to and resolve incidents and requests end-to-end, escalating with the appropriate level of urgency and performing warm hand-offs to other technical resolver groups
Build, configure, reconfigure, troubleshoot, repair and re-image laptops, desktops and mobile devices; install, maintain and update MMC software, firmware and mobility solutions
Log all issues and actions with appropriate documentation in the MMC Tech incident management system in line with standard operating procedures; monitor tickets until resolution or acceptance by the appropriate team
Route incidents to the correct support teams following defined troubleshooting steps and escalate or follow up until closure
Proactively identify at‑risk devices using Nexthink and other performance/visibility tools, perform outreach and collaborate with engineering teams to remediate systemic issues
Assist with audio‑visual setup and operation and support non-desktop technology components at the request of other service towers
Be available for occasional after‑hours or weekend work to support emergency or critical business needs
What you need to have?
At least three years’ related work experience in technical support or desktop engineering role
Knowledge of industry standard desktop operating systems, common software and hardware used in an office environment
Thorough troubleshooting and analysis skills
Proficient in data analysis and reporting
Excellent verbal and written communication both in English and Romanian
What makes you stand out?
Experience in a call centre environment/ service desk environment
Experience with AD, BitLocker, Azure Virtual Desktop
Excellent problem-solving skills and a proactive approach to learning
Ability to adapt quickly to changing priorities and work across multiple support channels
Commitment to working in a hybrid environment with a professional attitude towards in-office presence
Proactive approach to incident management
Experience working to ITIL incident management standards
Experience in Hardware repair for laptops and desktops
Experience in mobile device configuration and management
Why join our team?
We help you be your best through professional development opportunities, interesting work, and supportive leaders
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being
A yearly budget and the opportunity to build your flexible benefits package
Performance bonus scheme
Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.