Technology Support Analyst

Job Title: Technology Support Analyst

• Provide tier 1-2 technical support in a global environment, supporting hardware, software & apps.

• Supporting Office365 & Gmail email solutions

• Manage endpoints, push OS patches & policy rollouts

• To support Windows & MAC operating systems

• To do user administration on ERP system

• Address user tickets regarding hardware, software, and networking ( DHCP, DNS)

• Walk customers through installing applications and computer peripherals

• Troubleshooting network issues.

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting

• Test alternative pathways until you resolve an issue

• Customize desktop applications to meet user needs

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Follow up with the users to ensure their systems are functional.

• Report customer feedback and potential product/requirement requests

• Help create technical documentation and manuals

• Zoom & WebEx administration & troubleshooting is an added advantage

Necessary Skills and Experience

• Bachelor of Engineering/computer science or equivalent from a recognized University

• Proven work experience of as a Technical Support Engineer

• Should be comfortable in working shifts & should have supported Global Customers.

• Good understanding of ITIL

• Strong ability to learn new technology and ramp-up quickly.

• Ability to work in a high-energy technical team environment as a team player.

• Positive and energetic phone skills, excellent listening skills and strong writing skills.

• Good communication skills.