IT Support Analyst

2 weeks ago

Cape Town, Western Cape, South Africa Network Recruitment Full time
Key Responsibilities:
  • Service Desk Management: Monitor service desk communications (phones and email), ensuring timely response to logged incidents and requests in line with agreed SLAs. Provide first-line support via telephone for applications and infrastructure issues, and escalate to Level 2 or 3 support as needed.
  • On-Site & Remote Support: Provide both remote and on-site support for clients, addressing infrastructure issues including desktops, servers, printers, networks, and other IT equipment. This includes configuring and imaging hardware devices.
  • Vendor & Client Engagement: Engage with vendors to resolve more complex incidents and ensure operational needs are met. Regularly communicate status updates to clients, keeping them informed throughout the support process.
  • Operational Support: Execute regular maintenance tasks such as backup tape changes, health checks, and log monitoring. Ensure smooth operations of all systems, including CCTV, PABX, and call logging systems.
  • Client Visits & Desk-Side Support: Conduct on-site visits to clients for desk-side support, ensuring timely resolution of any issues.
  • Adherence to Policies & Procedures: Follow company policies and procedures, ensuring compliance in all areas of operation. Complete necessary administrative tasks such as procurement and asset management.
  • Ad-hoc Tasks: Take on additional IT-related project or support tasks as assigned by the Technical Manager.
Requirements:
  • Education: Matric plus a relevant tertiary qualification. MCSE certification is highly preferred.
  • Experience: 1-3 years of experience in a similar technical support role. Proven experience with Microsoft technologies, including Active Directory, Windows Server (2012+), Office 365, and Skype for Business. Solid understanding of networking, including WAN, LAN, DNS, DHCP, and routing.
  • Hardware & Infrastructure: Proficient with supporting hardware (PCs, laptops, printers, etc.) and managing server-related issues. Exposure to retail environments and POS hardware is advantageous.
  • Personal Attributes: Strong attention to detail and problem-solving abilities. Excellent interpersonal skills with the ability to communicate complex technical issues to non-technical users. A self-starter with a keen interest in expanding technical knowledge and skills. Ability to take ownership of tasks and complete them efficiently.
  • Additional Requirements: Must have a valid drivers license and own transportation for client visits and on-site support.
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