TECHNICAL SUPPORT ANALYST (CAPE TOWN)

• Matric plus relevant tertiary qualification
• MCSE or other Microsoft Certification preferred

Experience:

• 2 -4 years’ experience in a similar role
• Microsoft technologies (Active Directory, Windows 7+, windows server 2012+, MS office 2013+, Office 365, Skype for business)
• WAN & LAN technologies required
• Understanding of TCIP tools (DNS, DHCP) and routing
• Vendor & Global IT partner engagement
• Server and PC\Laptop\ printer related hardware (HP, Dell, Mac, Lenovo, Epson, etc.)
• Previous exposure to retail, manufacturing or distribution preferred
• Valid driver’s license and own transportation required.
• Ability to work with international teams
• Ability to communicate technical jargon to laymen’s terms
• Able to take ownership of problems and breakdown barriers to resolve them
• Logical and methodical approach with proven problem solving capabilities and ability to assimilate new information quickly.
• Overtime may be required from time to time, as required by client deliverables, operating hours or projects.

Duties

• Dedicated support engineer for corporate office (HQ) & DC (Distribution Centre) including Executive (VIP) support.
• Deploy and manage desktop and laptop hardware and software with customer provided tools.
• Deploy and perform support on locally attached and network printers, facsimiles and miscellaneous peripherals.
• Provide onsite Break/Fix and Deskside Support for Computing Hardware and Network Hardware.
• Build, configure and test systems in accordance with the standard hardware configuration(s) and Software image and in accordance with the procedures and specific Service Request provided by End Customer.
• Respond promptly to tickets to investigate & provide temp/Perm resolution.
• Setting up of conference facilities (video and teleconference), and providing technical support.
• Installing and troubleshooting operating systems Windows & Mac.
• Provides support to end-users in troubleshooting and resolving of desktop PC, Servers, and Network problems.
• Coordinating with vendors on software and hardware queries, follow up for resolution of pending calls.
• Involving in purchasing PC/Peripherals and deployment.
• Performing Onboarding then conducting orientation for New hires and completing the existing formalities
• Co-ordinating with offshore Server/Network/Security team during the change schedule or outage.
• Perform hardware and Software IMACs and re-installation in accordance with the specific procedures and other application policies (e.g., security policies) provided by End Customer.
• Managing printer application which hosted on a local print server.
• Mobile phone ordering, managing and keep track on inventory.
• Tracking of hardware and software in customer provided tool and ensure inventory accuracy.
• Work closely with local technical support leader, for issue prioritization, scheduling, technical and support escalation purposes.
• Reporting back to team leader or Director on a weekly or daily basis as required