IT Technical Support AnalystReference: JHB004740-Maris-1Well-established manufacturing company based in Benoni is seeking an IT Technical Support Analyst to join their team (BA EA).Duties & ResponsibilitiesRequirements:Proven 5 years work experience as a Technical Network Analyst, Network and Firewall Administration, IT Help Desk Technician or similar roleBS degree in Information Technology, Computer Science or relevant fieldEnglish Fluency both written and verbalAbility to diagnose and troubleshoot basic technical issuesGeneral networking TCP/IP, DHCP, DNS (CompTIA Network+, Fortinet and SD Wan advantageous)Additional certification in Microsoft (MCSE), O365, Linux, Cisco or similar technologies is a plusResponsibilities:Install and configure computer hardware operating systems and applicationsNetwork and Security administration in conjunction with the designated Service ProvidersMonitor and maintain computer systems and networksTalk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues. Provide 3rd Line user support and onsite support to Team MembersTroubleshoot system and network problems, diagnosing and solving hardware or software faultsProvide support, including procedural documentation and relevant reportsFollow diagrams and written instructions to repair a fault or set up a systemSupport the roll-out of new applicationsSet up new users' accounts and profiles and deal with password issuesRespond within agreed time limits to call-outsWork continuously on a task until completion (or referral to third parties, if appropriate)Following standard procedures for proper escalation of unresolved issues to the appropriate teamsProvide prompt and accurate feedback to customersEnsure all issues are properly logged and prioritize and manage many open cases at one timeRapidly establish a good working relationship with customersAsset Management on all IT related devicesPackage & Remuneration
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