IT Technical Support Analyst

4 weeks ago

Randburg, 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 day-to-day 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
- Hands-on experience with some of the following disciplines
- Oracle, SQL Server
- Cloud computing
- Linux
- Web Methods
- Web Services
- Automation / Scheduling tools / frameworks
- SOA
- SQL
- SharePoint
- F5
- SQL Server Integration Services
- SQL Server Reporting Services
- ESB
- Microsoft Frameworks (CSF, CCF, etc)
- Working knowledge of API-based 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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