IT Technical Support Analyst

2 weeks ago


Randburg, Gauteng, South Africa Dimension Data Full time

Requirements:

  • Understand the nature and business impact of requests and perform the required analyses
  • Provide second line support for technical and functional solutions
  • Provide second line support service to NOC
  • Resolve incidents, problems, service requests and change requests in line with business priorities:
  • Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs
  • Ensure Incident / Request updates are at an acceptable quality
  • Document and provide analysis of defects to solution teams
  • Create diagnostic scripts and other aids per system e.g. simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
  • Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio
  • Participate in deployment handover sessions
  • Be available to the business and support leads for operational support
  • Ensure the consistency and stability of the environment and produce SOPs for daytoday operations.
  • Minimize adverse impacts of Incidents and Problems on the business and preventing reoccurrence of Incidents.
  • Proactively monitoring of and fixing system and data related errors.
  • Consult with business to identify business problems and opportunities to enhance existing processes.
  • Provide support and maintenance of systems.
  • Contribute to continuous improvement by using technology and improving processes.
  • Stay current on industry practices and trends.
  • Conduct quality control protocols to reduce errors and improve the effectiveness of production systems
  • Handson experience with some of the following disciplines
  • Oracle, SQL Server
  • Cloud computing
  • Linux
  • Web Methods
  • Web Services
  • Automation / Scheduling tools / frameworks
  • SOA
  • SQL
  • SharePoint


F
  • SQL
Server Integration Services

  • SQL
Server Reporting Services

  • ESB
  • Microsoft Frameworks (CSF, CCF, etc)
  • Working knowledge of APIbased services (e.g. REST, SOAP)
  • Understanding of basic integration concepts
  • Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIT


Facilitation

Qualifications

  • Related Diploma
  • Bachelor's Degree Advantageous
  • Experience working in a high availability environment with multiple operational instances


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