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 uptodate 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 uptodate 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 reassign 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 higherlevel 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 nontechnical 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 AntiVirus 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 You will be redirected to the company website to apply for this position