Senior 2nd Level Support Analyst

Job Description

• Manage calls received from 1st level teams and respond to users in a timely manner;
• Troubleshoot workstation network related issues and configure network settings;
• Troubleshoot mobile workstation configurations issues;
• Troubleshoot printers, both local and network, and configure printer settings;
• Troubleshoot workstation configuration issues relating to the operating system, MS Office suite of products, information system issues;
• Perform workstation installation and configuration of standard software including MS Office and MS O365, Antivirus and utility software;
• Perform non-standard software installations based on agreed clearance process;
• Perform installation, configuration and troubleshoot of printers;
• Perform data transfers between workstations;
• Assist in the resolution of user problems with current Microsoft Windows operating systems, and current versions of MS Office;
• Assist in virus prevention, detection, isolation, and removal;
• Assist in training technical staff;
• Document systems and procedures;
• Contribute to the organizational IT knowledge Base.
• All support calls logged in the Service Desk system (LANDesk Service Desk);
• All tickets and emails that require action, processed and logged;
• All support calls and emails responded to in a professional manner and to agreed service levels;
• All requested deployments and re-deployments, (standard and non-standard) software updates, executed within established SLAs (where applicable) and according to established client security policy and standards;
• All necessary technical documentation and operating procedures written in clear and concise English and delivered within agreed timeframes;
• The organizational IT knowledge Base is maintained up-to-date at all times;
• All related inventories maintained up-to-date at all times.