Technical Support Analyst

Job Description

We are seeking a dedicated Technical Support Analyst to join our Pretoria team. This role involves providing top-notch technical support to our clients, troubleshooting issues, and ensuring customer satisfaction. The ideal candidate should possess strong problem-solving skills and a customer-focused attitude, as well as a technical background that enables them to effectively resolve inquiries related to hardware, software, and network issues. If you thrive in a fast-paced environment and enjoy working with technology, we want to hear from you!

Responsibilities

• Resolve customer inquiries effectively and efficiently.
• Utilize remote desktop tools to troubleshoot client issues.
• Maintain positive client relationships through quality service.
• Assist in the development of training materials for new hires.
• Prepare reports on common issues and feedback from customers.
• Participate in special projects as directed.
• Contribute to team knowledge sharing and best practices.
• Help ensure customer satisfaction through timely issue resolutions.
• Provide insights on process improvement based on client interactions.
• Stay informed about industry trends and product updates.

Requirements

Education

• Bachelor's degree in Computer Science or related field

Experience

• 3+ years of experience in a technical support role

Technical Skills

• Active Directory
• Troubleshooting Hardware Issues
• VoIP Systems

Soft Skills

• Adaptability
• Teamwork

Certifications

• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Ability to Train Users: Experience in providing training sessions to users for software and hardware.
• Familiarity with ITIL Framework: Knowledge of ITIL best practices for service management.

Benefits

• Comprehensive medical aid coverage with family plans available.
• Generous leave policies including annual and sick leave.
• Company-sponsored training and development programs.
• Supportive and dynamic work environment.

Company Culture

• Continuous Improvement: We strive for excellence and encourage feedback for growth.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for all employees.
• Employee Recognition: Regularly acknowledging and rewarding employee achievements.