Hybrid Analyst

at American Tower

• Job title: Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, ServiceNow
• Location requirements: Hybrid, Accra, Ghana

About the role

• Information Systems Analyst at American Tower managing IT support, Microsoft 365 services, and troubleshooting connectivity issues. Collaborating with IT teams and providing hands-on support for users.

Responsibilities

• Contribute to process documentation and ticket management in ServiceNow.
• Troubleshoot network and device connectivity.
• Collaborate with other IT teams and service providers to resolve issues quickly and maintain operational excellence.
• Manage and support Microsoft 365 services (Teams, SharePoint Online, OneDrive, Outlook).
• Maintain user accounts and access policies in Active Directory and Azure Active Directory (Azure AD)/Entra ID.
• Provide hands-on support for hardware and software issues.
• Prepare IT process documentation and update Knowledge Base articles in ServiceNow.
• Partner with other IT teams to identify network failures and document issues for resolution.
• Assist users with Microsoft 365 tools (Teams, Outlook, SharePoint, OneDrive) and Multi-Factor Authentication setup.

Requirements

• Bachelor’s degree required, with a concentration in Information Technology or a related field preferred.
• A minimum of 3-5 years of IT support or end-user services experience required.
• Knowledge of Microsoft Office applications, especially Outlook.
• Knowledge of Active Directory and a basic understanding of Microsoft Exchange.
• Familiarity with networking infrastructure (hardware, software, Microsoft networks).
• Experience supporting Lenovo and Dell hardware.
• Advanced or fluent English language skills required; Spanish proficiency preferred.
• Experience with ServiceNow for ticketing, incident management, and knowledge articles.
• Ability to follow up with internal and external customers and vendors.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
• Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• Strong organizational skills; ability to accomplish multiple tasks within agreed timeframes through effective prioritization in a fast-paced environment.

Benefits

• American Tower is proud to be an equal opportunity employer