![Thamani Technology Systems](https://media.trabajo.org/img/noimg.jpg)
IT Support Analyst
3 weeks ago
**Key Responsibilities**
- Your responsibilities include but are not exclusive to:
- Deliver a first-class service to our customers
- Answer questions and troubleshoot issues quickly and efficiently.
- Provision of high-quality updates to customers on a regular basis.
- Correctly set the customers’ expectations.
- Deliver on promises
- Provide training to members of the team to maintain standards
- Take personal responsibility for own tickets and ensure all parties are kept updated
- Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
- Team Working, acting as technical lead in department,
- manage continuous improvement activities/projects
- proactively share knowledge
- help during times of leave/absence
- Leading by example, always display a positive and can-do attitude - advocate of company
- Proactively design and implement solutions to improve customer experience
- Mentor and provide feedback on team members, ensuring quality levels are maintained
- Be curious to change, evolve and develop in ways that help us better serve our customers.
**Essential Skills, Knowledge and Experience**:
- Providing root cause analysis of technical faults to customer and/or development teams
- Demonstrable experience in a similar IT support role, including:
- Strong MS SQL Server database experience:
- writing and running traces/scripts
- performance analysis
- triaging data anomalies
- Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)
- Experience and knowledge of:
- LAN/WAN networking
- General networking concepts (TCP/IP, DNS)
- Always display a “customer first" attitude
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Ability to troubleshoot and strive for first time resolution of issues.
- Consistently produce high quality and detailed work
**Desirable**
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Experience and knowledge of:
- Virtualisation technologies
- Cloud (MS Azure) technologies
**Education**:
- Diploma (required)
**Experience**:
- JavaScript: 3 years (required)
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