The Agency is recruiting for a Senior IT Analyst on behalf of an offshore, financial services company based in the Cayman Islands.

You will be a member of the global IT organization reporting to the IT Manager. You will be assisting the team with installation/upgrade of new hardware and software, perform troubleshooting to address any problems with computer systems, and assess viruses and potential threats to a company’s network. You will also monitor the use of email, create and change passwords, make suggestions for improvements to computer systems, backup data and perform data recovery if needed.

• Provide both onsite and remote support, dealing with the majority of calls and tickets to the helpdesk utilising a variety of problem-solving techniques while maintaining a high level of customer satisfaction
• Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions and follow the inhouse procedures for escalation
• Ensuring all incidents and Service Requests are accurately identified, categorised, prioritised and managed
• Monitor backups and periodically test restoring backed-up data
• Monitor and order supplies and equipment as needed.
• Provide support for the varied Audio-Visual/office equipment (Printer, Projectors, Videoconference Units, etc.)
• Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution

Qualifications/Experience: 

• University Degree in information technology or a related field or equivalent and certifications
• Proven work experience as a system analyst 
• Knowledge of basic network concepts (DNS, TCP IP, Windows Networking, Ethernet, Active Directory)
• Technical knowledge of Windows 10 / 11, Microsoft Office 2016, iOS
• Experience with iManage, ViewPoint, Aderant, Mitel, DUO, VNC, TeamViewer, and Maas 360 would be a plus
• Ability to work in a fast-paced environment
• Strong written and verbal communication skills
• Ability to explain technical details
• Ability to work during weekends, off-hours and holiday coverage as needed

Salary: Up to US$67,000 per annum plus benefits.

We believe in inclusive workplaces and we are happy to consider any reasonable adjustments that candidates may require during the recruitment process; you will be asked if you require any during the application process. If you’d like to request additional options, please email hello@theagency.ky.  If you are interested in this opportunity or would like to hear about similar roles, please go ahead and apply.