Provide first-line IS support for employees: troubleshoot and resolve incidents via ServiceNow, install/configure/maintain PCs and mobile devices, manage accounts and access, perform hardware/network repairs, support printers and video conferencing, assist with procurement and data migration, identify recurring issues and participate in IS projects.
This position is the primary point of contact for Glory Global Solutions employees seeking assistance with IS issues. This role will troubleshoot and resolve problems that are logged via the Service Desk system (Service Now). This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, software and technology related equipment to ensure optimal performance. The IS Support Analyst deals with all IS procurement requirements and mobile telecommunications, while working closely with clients, processing incidents and assisting with defining improvement actions needed.
Key Responsibilities
- Diagnose and resolve client and system-related issues; recommend and implement appropriate solutions, including off-site support for remote users
- Install, configure, test, maintain, and troubleshoot laptops, desktops, and related hardware/software
- Configure and support mobile devices; create user accounts and manage access controls per company polic.
- Troubleshoot and repair hardware and network connectivity issues, provide “remote hands” support for Infrastructure team • Perform data migration and decommission outdated equipment.
- Identify trends in issue reporting and propose preventive solutions.
- Use ServiceNow ITSM platform to resolve incidents and fulfill service requests within SLA.
- Support local printers and video conferencing systems.
- Participate in IS-related projects as needed
- Perform other duties as assigned
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
- Associate’s Degree in Computer Science or equivalent required; Bachelor’s Degree preferred; Minimum 2 years’ relevant experience within IS support; or equivalent combination of education and experience.
- Certifications in MS Operating Systems, A+ Certification, or MS Office application preferred Internal Document
REQUIRED SKILLS AND COMPETENCIES
- Proficiency in Windows 10/11; experience with Azure, O365, Intune, Entra, and Defender
- Familiarity with web filtering tools (e.g., Cisco Umbrella) and desktop software (BitLocker, VPN, browsers)
- Understanding of telecom and unified communication systems
- Strong knowledge of network troubleshooting (DNS, DHCP, TCP/IP, configuration management)
- Excellent customer service and communication skills — able to engage with both technical and non technical users
- Strong analytical and problem-solving abilities
- Highly organized with attention to detail and follow-through
- Self-motivated, proactive, and able to work independently or in a team
Language Ability:
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.
Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Inventory software; Internet software; Order processing systems; Project Management software and Contact Management systems.
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
Similar Jobs
Healthtech
Lead analytics efforts to translate business requirements into decision support and reporting solutions. Model data sources and flows, develop complex programs and queries, define policies and security frameworks, present findings to stakeholders, and mentor junior colleagues. Collaborate with data management and design teams to implement enterprise reporting using BI tools and large databases.
Top Skills:
Business ObjectsCognosDb2MainframeMS OfficeOracleRSASSas Enterprise GuideSQLTeradata
Healthtech
Provide technical support and troubleshooting for IT systems, respond to user incidents, monitor system health, escalate complex issues, document resolutions, and assist with system maintenance and deployments.
Healthtech
Provide application support to customers by investigating, managing, tracking, and closing support issues related to database and application functionality. Contribute to and maintain knowledge base and documentation, support user forums, deliver virtual and onsite product training, liaise with product and engineering teams for escalations, and recommend process improvements.
Top Skills:
Microsoft ApplicationsRelational DatabasesReport Query SolutionsT-Sql
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
