IT Support Analyst at Alan & Grant

Job Summary

• The IT Support Analyst role is to ensure proper ICT operations so that end users can accomplish organizational tasks efficiently.
• This includes receiving, prioritizing, documenting and actively resolving end user help requests.
• Developing, implementing and ensuring compliance with IT policies.
• Problem resolution which may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Duties and Responsibilities

• Evaluate documented issue resolutions and analyze trends for ways to prevent future reoccurrence.
• Attend to incoming help requests from end users via both telephone and work orders in a courteous manner.
• Maintain, update and debug company websites.
• Record, track, and document the IT helpdesk request, including all successful and unsuccessful attempts made, and actions taken, through to the final resolution.
• Identify and learn appropriate software and hardware used and supported by the organization including ERP and LMS.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing online and onsite file backups, and configuring systems, printers, intercomms telephony and applications.
• Perform related duties consistent with the scope and intent of the position including administrative functions.
• Update network applications, servers, access points, routers and other network equipment as required
• Perform routine server monitoring and performance benchmarking
• Monitor and remove virus, spyware, and other unauthorized software. 

Requirements
Qualification and Experience:

• B.Sc / HND Degree in Computer Science or related field.
• Certifications such as MCP, A+ or its equivalent.
• Minimum of 2 years post NYSC work experience on a similar role.
• Prior experience in an administrative function is a plus Proficiency in Microsoft Office Suite
• Experience with desktop operating systems including Windows 7,8.1 and 10, Ubuntu Linux, and Mac OS
• Experience Managing local and cloud servers (WHM/CPanel)
• Experience administering ERP software Like Sage 300, OpenERP (Odoo), SAP
• Intermediate knowledge of CMS like Wordpress, HTML, Javascript, MySql, CSS and PHP.
• Intermediate knowledge of TCP/IP, Switching, Routing and subnetting. Access point configuration and Networking.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in timely fashion.
• Physically capable of lifting and transporting of moderately heavy objects, such as computers and peripherals.