IT Support Analyst

**About us**

Ikon Science is a global provider of geopredictive and knowledge management software and solutions to optimize subsurface discovery and production. For over 20 years, Ikon’s dedicated service-minded teams have applied deep scientific expertise and technology innovation to help customers extract more actionable knowledge from sophisticated subsurface data. Ikon helps customers make the best moves - improving accessibility and accuracy, accelerating results and lowering costs.

With offices located around the world in including; London, Houston, Kuala Lumpur, Calgary and Rio de Janeiro, Ikon services all major hydrocarbon geographies - delivering global solutions with local service and support. Award winning RokDoc geopredictive software, Curate knowledge management software, QI Solutions, GeoPressure and GeoMechanics Consultancy, and Roknowledge Studies make Ikon the proven partner for subsurface success.

**About the role**

The IT Support Analyst will ensure the smooth running of all IT systems globally and help support the IT team in the satellite regions. The IT Support Analyst will also help with IT projects and look for opportunities for continuous improvement of IT systems.

The IT Support Analyst will help oversee and administer Ikon Science's knowledge management solution, Curate (hosted in the cloud) and will work closely with the Information Security Management System (ISMS) Manager to help enforce ISO 27001 policies.

**Key Responsibilities**
- Ensure smooth running of all key servers, services, PCs and mobile devices to internal staff and external customers.
- Using remote access software to assist staff in resolving technical queries and issues.
- Problem diagnosis & fault resolution.
- Timely communication with staff, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Investigate connection issues and concerns for both Printing, and PC issues directly with staff.
- Ensure client satisfaction.
- Escalate service issues that cannot be resolved within service levels.
- Ensure users have the necessary systems, tools and access to undertake their work.
- Ensure uptime for all network servers and IT systems
- Monitor network for any security breaches and take remedial action to address these breaches.
- Maintain and support Ikon’s Linux HPC cluster in Kuala Lumpur
- Monitor and maintain all system backups.
- The IT Support Analyst role will be responsible for ensuring that policies and associated requirements are complied with, within their area of responsibility and operation.

**Experience**
- At least 3 years relevant experience.
- Experience of a client focused helpdesk environment.
- Experience in utilising remote management tools to diagnose, investigate and resolve faults (preferred but not essential).

**Qualifications**
- High school diploma or equivalent required.
- Microsoft certifications such as MTA Networking Fundamentals; MCSA Windows Server; or MCSE Core infrastructure.

**Technical Competencies**
- Knowledge of Office 365, Word, Excel, MS Teams, Outlook, Windows 10 and Windows 11 operating systems
- Knowledge of Windows server 2012 and above
- Understanding of basic network terminology, e.g, network routing, IP addressing, basic DNS
- Understanding basic hardware fault finding for laptop and desktop issues
- PC, Linux and MAC experience
- Experience of a client focused helpdesk environment
- Experience in utilising remote management tools to diagnose, investigate and resolve faults (preferred but not essential)
- Experience in setting up mobile phones

**Behaviour **Competencies**
- Must be calm under pressure
- Must have attention for detail
- Good time management
- Excellent organisational skills
- Ability to work under pressure to specific Service Level Agreements, to prioritise and multitask
- Excellent communication skills & telephone manner
- Methodical with an aptitude for attention to detail
- Able to work in a team as well as independently
- Adaptable and flexible to changing demands