Systems Support Analyst – Associate II

About the role

The ICEA Lion Group is seeking an experienced Associate II Systems Support Analyst to join the Applications Team. Reporting to the Head of Applications, you will provide second‑level support for ICT resources, ensuring smooth operation of hardware, software and corporate systems.

Key responsibilities

• Provide second‑line support for incidents and service requests, including on‑site visits and remote assistance.
• Diagnose, resolve or appropriately escalate issues, documenting actions in the Service Desk system.
• Monitor and maintain corporate systems, perform proactive maintenance, and manage user accounts, privileges and access controls.
• Ensure confidentiality, integrity and availability of information assets, adhering to ICT policies and relevant legislation.
• Contribute to knowledge base updates, ICT logs, registers and documentation.
• Collaborate with ICT staff to ensure reliable operation of software and systems, and participate in system acquisition and research.

Required profile

• Bachelor’s degree in Information Systems, IT, Computer Science or related field.
• At least 5 years of hands‑on experience in IT support or systems administration.
• Professional certifications such as MCSE, MCSA, ITIL, Linux or Unix.
• Strong communication and customer‑relationship skills.

Required skills

• MCSE / MCSA certification
• ITIL framework knowledge
• Linux and Unix administration
• Windows operating systems
• Database management
• Application software installation and support
• System administration and user account management