Tech Support Analyst (Johannesburg)

Recruiter:

Career Circuit

Job Ref:

Tech Support Analyst..

Date posted:

Friday, August 27, 2021

Location:

Johannesburg, South Africa

Salary:

Market Related

SUMMARY:
Tech Support Analyst (Johannesburg)

POSITION INFO:

Responsibilities:

vProvide 2nd or 3rd line support to the clients as well as to our internal team;

vProviding accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations;

vIncidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk Call Management System for future reference and analysis, in line with ITIL principles;

vLogging, assigning and management of support calls;

vCommunicate call statuses and updates to all relevant stakeholders;

vTroubleshooting - Problems and bugs that are reported should be researched, followed by resolutions, and problems should then continue to be monitored;

vAssess, coordinate, and review all issues and impacts associated with applications support;

vProactively suggest ways of improving system stability, availability, performance, and reliability;

vTest software prior to being implemented through various environments – Development, Quality Assurance, Production;

vHandle customer / client / user inquiries through dedicated ticket reporting channel;

vAnalyse incidents which repeatedly reoccur to find and resolve underlying root causes;

vAnalyse consistently reported problems or certain tasks which users can’t complete and form a Frequently-asked-questions platform (FAQ) and Troubleshooting guides to minimize number of inquiries;

vFrequently analyse application logs, alerts, application insights and reports on various applications;

vFrequently interact with technical teams and to an extend occasionally code to obtain conclusions;

vContribute to the development of an internal knowledge base;

vSecurely maintain the IT/IS Operational and physical environments in line with corporate security policies, standards, and work practices.

Requirements:

vSetting, maintaining and operationalizing standards and processes of your team; and Managing performance of direct reports.

vIndividual must be willing work on a shift basis and participate in a roster system including working shifts on nights and weekends.

vTo apply, you need to have:

vTertiary IT/related degree/diploma (such as field such as MIS, Computer Science, or equivalent experience), combined with a minimum of 3-4 years'' experience in 2nd or 3rd line support.

Qualifications / Experience:

vMicrosoft Certified:

vAzure Administrator Associate;

vIdentity and Access Administrator Associate;

vInformation Protection Administrator Associate;

vAzure Security Engineer Associate;

vTechnical Support Analyst/Consultant.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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