Information Technology Support Analyst

Information Technology Support Analyst
Póvoa de Varzim
Póvoa de Varzim, Porto District, Portugal

Job Description

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Job Title

IT Support Analyst – EMEA

Location

Concentrix Porto Office / Hybrid (2–3 days per week in office, remainder remote)

Language

Must be able to speak English

Position Overview

The IT Support Analyst provides Level 1 and Level 2 technical support for Tandem Diabetes’ EMEA region, ensuring a reliable and consistent IT experience for all users. This role supports end‑user devices, business applications, and daily IT operations while serving as the first point of contact for technical issues. The analyst partners with global IT teams to maintain service quality, security, and compliance within Tandem’s regulated medical device environment.

What You're Day Will Look Like

• Provide
  - line IT support to EMEA employees through the Service Desk, email, chat, or phone, delivering prompt and professional assistance.
• Troubleshoot and resolve Level 1 and Level 2 hardware, software, and network issues for laptops, desktops, mobile devices, and peripherals.
• Install, configure, and maintain standard business applications, including Microsoft 365, Teams, One
  Drive, Share
  Point, Adobe, and Zoom.
• Monitor and track incidents and requests using the ITSM tool, escalating complex issues to Level 3 or global IT teams when necessary.
• Identify recurring problems, analyze root causes, and propose solutions to reduce future incidents.
• Assist with onboarding, account setup, access provisioning, and maintaining compliance throughout Joiner‑Mover‑Leaver processes.
• Perform regular system maintenance, patching, and endpoint security updates to ensure reliability and compliance.
• Collaborate with EMEA, International, and Global IT teams to align on standards, SLAs, and service quality objectives.
• Document procedures, FAQs, and knowledge articles to enhance team capability and end‑user self‑service.
• Participate in IT initiatives, supporting deployments, upgrades, audits, and technology rollouts across the region.
• Ensure compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Perform other duties as assigned.

You're Awesome At

Knowledge, Skills & Abilities

• Strong knowledge of Windows 10/11, Microsoft 365 suite, and basic networking concepts.
• Experience supporting mobile devices (i
  OS, Android), collaboration platforms (Teams, Zoom), and remote support tools.
• Hands‑on experience with endpoint management tools such as Intune, SCCM, or JAMF.
• Ability to troubleshoot technical issues independently, prioritize work, and elevate complex problems appropriately.
• Familiarity with IT service management platforms, such as Service
  Now, and ITIL service management practices.
• Knowledge of identity and access management, including Azure AD, MFA, and SSO.
• Strong customer service and communication skills, with a focus on providing a high‑quality end‑user experience.
• Proactive, solution‑oriented, and capable of working independently or as part of a team.
• Meticulous attention to detail, documentation, and follow‑through.
• High level of cultural awareness and sensitivity when interacting with colleagues across diverse regions.

Minimum Certifications / Educational Level

• B. S. in Computer Science or an equivalent combination of education and applicable job experience.
• ITIL Foundation certification or familiarity with ITIL service management processes.
• 2–4 years’ experience in IT Support / Service Desk / Desktop Support roles.
• Experience working in a multi‑country / international environment.

Scope

• Understands professional concepts of area of specialization and uses them to creatively resolve issues.
• Works on problems of varied scope where analysis of situations or data requires a review of a variety of factors.
• Normally receives general instructions on routine work, requires instructions only on new projects or assignments.
• Customarily and regularly exercises discretion and independent judgment.

Work Arrangement

This role is hybrid, based in the Concentrix Porto office 2–3 days per week with the flexibility to work from home the remaining days.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology

Industries

Medical Equipment Manufacturing

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