{"id":2901436,"url":"https://alion.io/job/marcus-evans-it-support-analyst","title":"IT Support Analyst","company":{"id":16687,"name":"Marcus Evans","domain":"marcusevans.com","url":"https://alion.io/company/marcusevans","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":72,"open_postings":54,"ghost_share":0.463,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Islamabad, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-20T05:51:05Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T16:35:02Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"Marcus Evans is a global, multi-faceted media, corporate marketing and business intelligence company, employing 3000 professionals across 59 worldwide locations. Our activities are wide-ranging, providing up-to-the-minute information across all sectors and geographical markets to our clients, fuelling their growth and enhancing their performance.\nThe IT Support Analyst provides 1st and 2nd line technical support for end-user computing, Microsoft 365 services, applications, voice systems (3CX), and basic network connectivity issues. The role is based in Chicago and primarily supports the North American user base. As the company operates a global follow-the-sun support model, the IT Support Analyst will collaborate with IT teams in EMEA and APAC and may, on occasion, provide remote support to users in those regions during regional overlap periods or escalation scenarios. All cross-regional support will be delivered remotely and coordinated through the global Service Desk system.\nThe role is responsible for delivering timely, high-quality technical support, resolving incidents at first or second line where possible, and ensuring accurate documentation and structured escalation in accordance with global IT standards.\nThis is an in-person role based in our Islamabad office.\nKey Responsibilities\n1st / 2nd Line Service Desk Support\nProvide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues via the Service Desk platform.\n\nDiagnose and resolve hardware and software issues in Windows 10/11 enterprise environments.\n\nSupport Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive. There is an escalation path to 3rd line Infrastructrue Support.\n\nResolve incidents within agreed SLAs, escalating to Tier 3 or Infrastructure teams when required.\n\nMaintain clear, structured, and complete ticket documentation to enable seamless cross-regional handoff.\n\nUser & Identity Management\nAdminister user and computer accounts in Active Directory (password resets, account unlocks, group membership changes).\n\nSupport Azure AD / Entra ID user administration.\n\nManage device enrollment and policy enforcement using Microsoft Intune.\n\nPerform user moves, adds, and changes (MACs).\n\nMaintain accurate asset and configuration records.\n\nEndpoint & Security Compliance\nEnsure endpoint antivirus, security tooling, and Windows updates are compliant with company standards.\n\nSupport multi-factor authentication (MFA) and conditional access policies.\n\nFollow global IT security and change management procedures.\n\nNetworking & Infrastructure Support\nPerform 1st / 2nd line troubleshooting for networking issues including DNS, DHCP, VPN, firewalls, and switch connectivity.\n\nImplement minor configuration changes where authorized.\n\nEscalate complex infrastructure or architectural issues appropriately.\n\nGlobal Collaboration\nParticipate in the global ticket queue in support of the company’s follow-the-sun operating model.\n\nProvide remote support to EMEA and APAC users during regional overlap periods when required.\n\nEnsure effective cross-regional communication and structured escalation.\n\nOperational Support\nProvide on-site floor support within the Chicago office as required.\n\nParticipate in scheduled after-hours or overlap support to maintain global service continuity.\n\nContribute to knowledge base documentation and continuous service improvement initiatives.\n\nAssist with any office moves within NA for which travel may be required.\n\nMust - Have Qualifications\n2+ years’ experience in a 1st / 2nd line IT support role.\n\nExperience supporting Windows 10/11 enterprise environments.\n\nStrong working knowledge of Microsoft 365 administration.\n\nExperience managing users and devices in Active Directory and Azure AD.\n\nFamiliarity with Microsoft Intune for endpoint management.\n\nBasic troubleshooting knowledge of networking concepts including DNS, DHCP, VPN, firewalls, and switches.\n\nExperience working within an SLA-driven Service Desk environment.\n\nStrong written and verbal communication skills.\n\nAbility to prioritize and manage multiple concurrent incidents effectively.\n\nCustomer-focused and service-oriented mindset.\n\nRequired Certification: Microsoft 365 Certified: Fundamentals - Exam MS-900\nPreferred Qualification\nMicrosoft Certified: Azure Fundamentals - Exam AZ-900\n\nExposure to hybrid cloud environments.\n\nFamiliarity with ITIL-based service management practices.\n\nExperience in a multinational or multi-region IT support environment.\n\nWe are an equal opportunity employer and value diversity. 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