Technical Analyst - 2nd Line Support - Office Based, Cape Town, WC

Our client is seeking a motivated and technically skilled Technical Analyst to join their in-house Service Desk team. Reporting to the Head of Service, you will provide high-quality second-line technical support and expertise to a diverse client base.

This is an excellent opportunity for a customer-focused IT professional who enjoys solving complex technical problems and working collaboratively within a busy service environment.

Key Responsibilities

Your responsibilities will include, but will not be limited to:

• Providing customer-focused second-line Service Desk support for hardware, software and infrastructure-related issues
• Diagnosing and resolving technical incidents efficiently and professionally
• Prioritising incidents according to their urgency and business impact
• Assessing the complexity of incidents and following the appropriate escalation procedures when required
• Accurately logging all calls, incidents, requests and resolutions on the Service Desk system
• Responding to and resolving tickets within agreed Service Level Agreements (SLAs)
• Keeping clients informed of progress throughout the incident lifecycle
• Proactively identifying potential or emerging technical issues at client sites
• Sharing technical knowledge and client-specific expertise with colleagues
• Contributing to the continuous improvement of Service Desk processes and service delivery
• Undertaking other reasonable duties that fall within the scope and purpose of the position, as requested by your line manager

Requirements

Essential Technical Knowledge and Experience

Candidates must have strong support experience and in-depth knowledge of the following:

• Windows Server administration and management
• Windows desktop operating systems and endpoint management
• Active Directory and Group Policy
• TCP/IP and DNS
• Server virtualisation technologies, including VMware vSphere, Microsoft Hyper-V and/or Nutanix AHV
• Backup technologies
• Networking and routing

You should also have practical experience supporting Microsoft 365 technologies, including:

• Microsoft Teams, OneDrive and SharePoint
• Microsoft Entra ID/Azure Active Directory
• Conditional Access and analytics
• Microsoft Intune, Autopilot and Mobile Device Management (MDM)
• Microsoft Defender and Data Loss Prevention (DLP)

Desirable Knowledge and Experience

Experience with any of the following would be advantageous:

• Citrix desktop delivery products