Technical Support Analyst

We are looking for a proactive and customer-focused Technical Support Analyst to join our IT Support team. The ideal candidate will be a first point of contact for our clients, providing essential technical support and resolving IT issues via phone, email, and onsite visits. The role asks for strong troubleshooting skills, a customer-centric approach, and the ability to communicate technical information clearly to non-technical users. Proficiency in both English and Maltese is essential for effective communication with our diverse client base.

Duties and Responsibilities:

• Work as part of a team to deliver outstanding customer service, adhering to service management principles.


• Take ownership of customer issues, ensuring a collaborative approach to troubleshooting and resolving technical problems.


• Accurately log all support requests in a logging system, ensuring detailed documentation.


• Respond to client inquiries to troubleshoot and resolve hardware and software issues in a timely manner.


• Offer users assistance with computer equipment by providing training and guidance where necessary.


• Collaborate with teammates to escalate and resolve more complex technical issues as necessary.


• Maintain strong communication with both clients and team members, ensuring that issues are resolved efficiently.

Skills / Attributes Required:

• 1st line / helpdesk support experience: Proven experience providing first-line technical support.


• Operating systems: Strong knowledge of Microsoft-based operating systems, particularly Windows 10 and 11.


• Microsoft Office: Proficiency in troubleshooting Microsoft Office applications, especially MS Word, Excel, PowerPoint, and Outlook.


• PC hardware: Basic understanding of PC hardware setup and configuration.


• Networking: Basic networking knowledge, including crimping cables and setting up small LANs.


• Communication skills: Excellent telephone and face-to-face communication skills.


• Service ownership: A proactive approach to owning and resolving issues.


• Language proficiency: Must be fluent in both English and Maltese.


• Driving license: A valid driving license is required for on-site visits.

Desirable Skills (Considered a Plus):

• Additional networking knowledge / experience: Familiarity with advanced networking concepts such as routers, switches, and firewalls.


• Active Directory experience: Hands-on experience working with Active Directory (user accounts, group policies, etc.).


• Certifications: Relevant certifications (e.g., Microsoft 365 Certified: Fundamentals) are beneficial but not mandatory.


• Microsoft 365 Admin experience: Experience managing Microsoft 365 environments, including user accounts, licenses, and group permissions.


• IT asset management: Experience with maintaining IT asset inventories and software licenses.

Clam Technologies Ltd. - KMP-94128