IT Support Analyst II

IT Support Analyst II
Porto
Porto, Porto District, Portugal

IT Support Analyst II page is loaded## IT Support Analyst IIlocations: Porto Office Park (Portugal)time type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: November 25, 2025 (12 days left to apply)job requisition id: JR100559**Job Description****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 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
- 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
- user
- 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 escalate 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
- quality
- user experience. * Proactive,
- oriented, and capable of working independently or as part of a team. * Meticulous attention to detail, documentation, and
- 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. **Minimum Experience:*** 2–4 years’ experience in IT Support / Service Desk / Desktop Support roles. * Experience working in a
- 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.

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