Senior IT Analyst - Technical Support

Core Accountabilities

• Provide direct support to end users in the usage, maintenance and resolution of current IT hardware (e.g. computers, printers, etc.), software applications, and network facilities
• Install, configure, and maintain new device components and software applications for end users across EDGE and its entities
• Remove, replace, upgrade or repair existing or aging equipment and applications as necessary
• Analyze problems in order to attempt hardware/ software solution by phone for remote users, and/or decide proper level of escalation and maintenance required to solve and prevent problems in coordination with the reporting manager
• Ensure accurate diagnoses on computer hardware, network systems and programs to make sure all the systems and programs are running smoothly and up-to-date without any issues
• Conduct general fault rectification and replacement of faulty hardware parts to maintain high uptime of the equipment and systems
• Ensure that warranties are up-to-date to for the various hardware and software and coordinate fixes with the vendor.
• Liaise with the vendors and other IT personnel for problem resolution.
• Report/re-assign unresolved problems to Level 3 support teams to help find a resolution
• Manage and escalate end user issues to the required instances within EDGE IT
• Provide higher-level IT support with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem
• Interact with the user ensuring a productive network environment, communicating with the users in a non-technical language, providing an excellent customer service
• Resolve all hardware issues with computers, printers, hand wireless devices, etc. across EDGE and its entities

Experience

• Minimum of 3 years experience in related field.
• Experience in the use of IT Service Desk Management (ITSM) tools & software (e.g. ManageEngine, ServiceNow)

Education

• Bachelor’s Degree in Information Technology, Computer Engineering or equivalent
• Certification on ITIL Operational Support and Analysis (OSA), CCNA, MCSA or MSCE is desirable

Key Skills

• Strong technical communication and collaboration skills which means he is able to communicate issues and fixes
• Time management, team partnering skills
• Ability to prioritize tasks based on urgency and importance
• Vendor Management skills (e.g. logging cases with supplier and vendors to solicit proper fixes)
• Basic knowledge and understanding of Microsoft Exchange, SCCM, Active Directory, Anti-Virus policies and communication, VPN, switches, firewalls, help desk support, web services, API and IP based protocols)
• Customer service and result oriented with strong soft skills