About Us:

Phaidon International is a global recruitment and talent consultancy business and one of the fastest-growing organizations worldwide

To support our rapid expansion, we've made significant investments in a global transformation project, transitioning from an on-premises technology estate to a fully cloud-enabled Microsoft-based infrastructure

To capitalize on this progress, we are building a world-class IT team and are seeking individuals passionate about leveraging technology to optimize business performance and drive continued growth

Role Overview:

We're looking for a technically skilled 1st/2nd Line Support Analyst to join our team in New York. The ideal candidate will thrive working independently and as part of a global team, taking direction from the IT Manager while also confidently showing initiative.

In this role, you'll provide essential IT support to both our dynamic sales environment and back-office teams. You'll serve as the first point of contact for internal IT queries, supporting users locally and globally. With responsibility for resolving up to 80% of issues raised, either in person or remotely, you'll be critical to maintaining smooth business operations

This position offers exposure to cutting-edge technologies and the chance to play a pivotal role in our growing organization. A "can-do" attitude is essential, as is a proactive and solution-oriented approach

Key Responsibilities:

• Act as the first and second-line support for technical issues across Phaidon International, resolving user queries efficiently

• Collaborate with third-party vendors and partners to ensure uninterrupted IT services

• Install and configure authorized software and set up new devices (laptops, desktops, and mobile devices)

• Prioritize and manage workloads to meet agreed SLA targets, providing timely updates and resolutions

• Maintain accurate and up-to-date records for all incidents and service requests in the ticketing system

• Assist with the delivery of global IT projects

• Create and update technical documentation and internal knowledge base articles

• Troubleshoot network and connectivity issues up to a second-line level

• Ensure full compliance with Phaidon International's IT policies and procedures

Skills and Experience Required:

• Proven experience in a 1st/2nd line IT support role

• Strong knowledge of Microsoft cloud technologies, including Office 365 and Azure-based solutions

• Proficiency in troubleshooting Windows devices, mobile devices, and common software applications

• Basic understanding of networking principles, including troubleshooting connectivity issues

• Excellent problem-solving skills and the ability to work effectively under pressure

• Strong interpersonal and communication skills, with a customer-focused mindset

• A proactive approach to learning and adapting to new technologies

Why Join Us?

• Be part of a rapidly growing, forward-thinking global organization

• Work with the latest technologies and innovative IT solutions

• Opportunities for professional development and career growth

• A collaborative and inclusive team environment

How to Apply:

If you're passionate about IT, thrive in a fast-paced environment, and are eager to make a real impact, we'd love to hear from you. Submit your resume and a cover letter highlighting your relevant experience and why you're the right fit for this role.