Technical Support Analyst
- Prior experience working in a support role highly preferred.
- Maintain overall ownership of all internal and external stakeholder issues & service requests ensuring that they receive resolution within a committed SLA.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal & external stakeholders.
- Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future
- Research, diagnose, troubleshoot, and identify solutions to resolve issues.
- Must have the knowledge of cloud computing, JIRA service desk & other applications.
- Excellent written and verbal English communication skills.
- Must be comfortable and flexible to work in Evening & Night Shifts.
- Must be Graduate/A levels (IT/CS Graduates or Diploma holders will be a Plus).
- Working knowledge of help desk software, databases and remote desktop.
- Advanced troubleshooting and multi-tasking skills.
- Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
- Performing disaster recovery operations and data backups when required.
- Protecting data, software, and hardware by coordinating, planning, and implementing network security measures.
- Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
- Replacing faulty network hardware components when required.
- Operating master consoles to monitor the performance of networks and computer systems.
