Technical Support Analyst

We are seeking a highly motivated and technically skilled Technical Support Analyst to join our IT support team. This role involves providing expert assistance to users experiencing hardware, software, and network issues across various operating systems and platforms. The successful candidate will play a vital role in ensuring seamless technology operations, delivering exceptional customer service, and maintaining system integrity within our organisation. This is an excellent opportunity for individuals passionate about IT support and eager to develop their skills in a dynamic environment., * Respond promptly to user requests for technical assistance via help desk tickets, phone, or email.

• Troubleshoot and resolve issues related to computer hardware, software applications, operating systems (Windows, macOS, Linux), and network connectivity (LAN, VPN).
• Assist users with desktop support, including setting up new devices, configuring firewalls, VPN access, and ensuring system security.
• Perform routine maintenance tasks such as updating software, applying patches, and managing user accounts through tools like BMC Remedy, ServiceNow, and Jira.
• Diagnose network problems involving LAN configurations and connectivity issues; escalate complex problems to higher-level technical teams when necessary.
• Provide guidance on the utilisation of productivity tools such as Microsoft Office suite and other business applications.
• Document issues and resolutions accurately within ticketing systems to facilitate ongoing support efforts.
• Collaborate with cross-functional teams to implement system upgrades or new technology rollouts effectively.
• Maintain a high standard of customer service by communicating clearly and professionally with end-users at all levels of technical proficiency.

Do you have experience in macOS?, * Proven experience in IT support, help desk, or related roles with a strong understanding of computer networking concepts.

• Familiarity with troubleshooting across multiple operating systems including Windows, macOS, and Linux environments.
• Knowledge of software troubleshooting techniques, hardware diagnostics, and system security best practices.
• Experience working with ticketing tools such as BMC Remedy, ServiceNow, or Jira is highly desirable.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
• Competence in managing network components such as firewalls, VPNs, and local area networks (LAN).
• Ability to work independently and efficiently under pressure while maintaining excellent customer service standards.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Support Technician (MCST) are advantageous but not essential. This role offers an engaging environment for those eager to advance their career in IT support while contributing positively to organisational efficiency through expert technical assistance.