JOB DETAILS:
Job Function
The Technical Support Analyst role is multifaceted, encompassing both reactive and proactive tasks related to user support and infrastructure-related technical support ensuring smooth and efficient technology operations for their organization. They play a crucial role in keeping users productive, systems running, and information flowing by providing timely support, proactive maintenance, and continuous improvement

Key Performance Areas:
Reactive Support:
• Resolve user issues related but not limited to IT/OT connectivity, wireless devices, internet and mobility: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using applications and systems.
• Escalate complex problems: When issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
• Document interactions: They log support tickets, track issue resolution, and document steps taken to ensure accurate records and knowledge sharing.
Proactive Support:
• Monitor systems: They actively monitor network performance, system health, and user activity to identify potential problems before they impact users.
• Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have access to accurate and up-to-date information.
• Develop training materials: They may create training materials and conduct user sessions to educate employees on new technologies and applications.
• Identify and implement system improvements: They analyze user feedback, identify recurring issues, and propose solutions to improve system efficiency and user experience.
System updates and new technologies:
• Perform basic system maintenance tasks like installing software updates, configuring user accounts, and resetting passwords.
• Assist with project deployments by providing technical support and training to users on new systems.
• Participate in disaster recovery efforts to ensure swift system restoration in case of outages.
• Stay up to date with technology trends and industry best practices to continuously improve their skills and knowledge base

Qualifications Required:
• Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
• CompTIA A+ or other relevant IT certifications (a plus).

Experience and Skills Required:
• 1-2 years of experience in a technical support role (preferred).
• Experience with troubleshooting hardware and software issues.
• Familiarity with common operating systems (Windows, macOS, Linux).
• Experience working in a customer service environment.
• Proficient in troubleshooting computer hardware and software problems.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Familiarity with basic scripting and automation tools.
• Ability to interpret system logs and diagnostics.
• Proficient in MS Word, Excel and PowerPoint
• Good communicator with analytical and problem-solving skills, good commercial acumen and ability to work closely with people at all levels of the organisation and facilitate the implementation of corrective action
• Proficiency in languages e.g. Arabic, English, Swahili an advantage
• Ability to work as a team player with flexible hours often in split environments. Self-starter, working with minimal supervision.