Job Description

Job purpose:

The Remote IT Support Analyst is responsible for providing support to end-users including 2nd Level Application and Technical Support to Companys clients remotely.

The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.

Primary Function: Technical Support

• Under direct supervision, responsible for all aspects of monitoring the day-to-day operation of the organizations networks (data, voice, text, email, facsimile and image) including resolution of network problems, data backup and restore, production of network performance statistics, provision of network diagnostic information, network security, and site surveys.
• This includes the monitoring of servers and or websites and the escalation processes applicable.

Secondary Function: Remote Support

• Provide remote support to Companys Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clients executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

Ticket Management

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned tickets within stipulated SLA
• Escalate tickets where applicable

Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions
• Follow up with users to confirm that resolutions met requirements before closing the ticket

People Engagement

• Provide support both at a soft engagement and technical to the Companys Client End Users
• Act as onsite liaison between Companys and Client if the need arises.

Qualification, Knowledge and Experience:

• Matric
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Network +
• 3 -5 Years within an IT Desktop Support environment
• Degree or Diploma and required Certification with 3 to 5 years related experience.
• Drivers license

Competencies

• Punctual, Team Player, Attention to detail, Display a high level of service excellence.
• ITIL framework and Service Desk Technologies
• Previous NOC monitoring experience