IT Support & Network Analyst
Description
Responsibilities:
Taking ownership of customer issues reported and seeing problems through to resolution
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with customers to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Requirements
Extensive knowledge of desktop technologies: Windows, MS Office, email, virus/malware, and phone configuration.
Knowledge of Cloud & virtualization technologies: VMware, HyperV, AWS, Azure, Google Workspace
Experience providing desktop technical support to end users in a business environment
Experience solving complex IT issues within time constraints
Experience troubleshooting networking and firewall-related issues
Solid PC hardware, software, and Windows operating system knowledge- Excellent listening and communication skills
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT Networks Analyst
Familiarity with remote desktop applications, help desk software, and IT Automation
Familiarity with Information Security Controls and compliance
Ability to provide step-by-step technical help, both written and verbal
BSC degree in Information Technology, Computer Science or relevant work experience 3-5 yrs
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Benefits
Competitive pay
Premium Health insurance cover
Flexible work and hybrid working model
Frequent performance chats & reviews and professional development opportunities
High performing & passionate team members + fun work culture!
Responsibilities:
Taking ownership of customer issues reported and seeing problems through to resolution
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with customers to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Requirements
Extensive knowledge of desktop technologies: Windows, MS Office, email, virus/malware, and phone configuration.
Knowledge of Cloud & virtualization technologies: VMware, HyperV, AWS, Azure, Google Workspace
Experience providing desktop technical support to end users in a business environment
Experience solving complex IT issues within time constraints
Experience troubleshooting networking and firewall-related issues
Solid PC hardware, software, and Windows operating system knowledge- Excellent listening and communication skills
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT Networks Analyst
Familiarity with remote desktop applications, help desk software, and IT Automation
Familiarity with Information Security Controls and compliance
Ability to provide step-by-step technical help, both written and verbal
BSC degree in Information Technology, Computer Science or relevant work experience 3-5 yrs
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Benefits
Competitive pay
Premium Health insurance cover
Flexible work and hybrid working model
Frequent performance chats & reviews and professional development opportunities
High performing & passionate team members + fun work culture!
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