IT Technical Support Analyst-L1 support

Location: Brooklyn, Cape Town, Western Cape, South Africa
Date Posted: 05-10-2018
 Job Title:  Technical Support Analyst-L1

Company Background
The Company provides Managed IT services to clients around South Africa.

Job Purpose
To provide telephonic and on-site application and infrastructure support to customers, and escalating to and managing vendors where required.

Experience & Other

• Education:
  • Matric plus relevant tertiary qualification
  • MCSE Certified (Preferred)
• Experience:
  • 1 -3 years’ experience in a similar role
  • Microsoft technologies (Active Directory, Windows 7+, windows server 2012+, MS office 2013+, Office 365, Skype)
  • WAN & LAN technologies, including modems ADSL, etc Essential.
  • Understanding of TCIP tools (DNS, DHCP) and routing
  • Vendor engagement.
  • Server and PC\Laptop\ printer related hardware (HP, Dell, Lenovo, Epson, etc.)
  • Previous exposure to retail environment and POS hardware – Preferred
  • Valid driver’s license and own transportation required.
• Personal Attributes:
  • Self motivated, dynamic and intuitive.
  • Strong interpersonal skills – cross cultural
  • Show attention to detail and meticulous.
  • Ability to communicate technical jargon to laymen’s terms
  • Able to take ownership of problems and resolve them.
  • Logical and methodical approach with proven problem solving capabilities and ability to assimilate new information quickly.
  • Keen to learn and expand skills.
  • Takes satisfaction from seeing a job completed well.
• Working conditions:
  • Primarily based in Cape Town office with regular travel to local client sites. Possible travel to client sites around South Africa.
  • 40hr work week, including 30min lunch. (Core office hours = 8am – 4:30pm)
  • Standby support required as per support roster.
  • Relaxed, dynamic, hard working environment.
  • Overtime may be required from time to time.
• Reports to = Managing Director with dotted line to Technical team leader.

Basic Job Responsibilities

• Service Desk
  • Ensure that Service Desk telephones and email are monitored during business hours. Email to be checked at least every 30mins.
  • Log service desk incidents and requests received via email or telephone as per call logging procedures.
  • Respond to logged incidents or requests within the agreed SLA, and update ticketing system.
  • Provide level 1 telephonic support for respective applications and infrastructure.
  • Arrange desk side support where applicable for respective applications and infrastructure.
  • Escalate \ assign L2 & L3 incidents to vendors or manager accordingly.
  • Communicate status updates with clients as required.
• Operational Support
  • Ensure daily operational activities and maintenance plans are executed E.g. Backup tape changes, health checks and log monitoring.
  • Client visits \ desk side support when required.
  • Engagement with local vendors to meet operational requirements.
  • Technical support of desktops, servers, printers, network and other IT infrastructure.
  • Support or CCTV, PABX & Call logging systems.
  • Imaging and configuration of hardware devices as required.
  • Other IT related project or support tasks as assigned by manager.
• Other
  • Adherence to, and enforcement of company policy & procedures.
  • Administrative tasks as required for procurement, asset management etc.
  • Adhoc travel as required.
  • Growth Potential
• Growth opportunities include:
  • Specialist knowledge of Infrastructure as a Service products like Cloud Hosting, etc.
  • Senior Technical Analyst opportunities as the company grows.
Salary offered would be  between R10,000.00 and R15,000.00 Depending on experience and qualifications
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