257 Technical Support Analyst jobs in South Africa

Reference: JHB004740-Maris-1

Well-established manufacturing company based in Benoni is seeking an IT Technical Support Analyst to join their team (BA EA).

Requirements:

• Proven 5 years work experience as a Technical Network Analyst, Network and Firewall Administration, IT Help Desk Technician or similar role
• BS degree in Information Technology, Computer Science or relevant field
• English Fluency both written and verbal
• Ability to diagnose and troubleshoot basic technical issues
• General networking TCP/IP, DHCP, DNS (CompTIA Network+, Fortinet and SD Wan advantageous)
• Additional certification in Microsoft (MCSE), O365, Linux, Cisco or similar technologies is a plus

• Install and configure computer hardware operating systems and applications
• Network and Security administration in conjunction with the designated Service Providers
• Monitor and maintain computer systems and networks
• Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues. Provide 3rd Line user support and onsite support to Team Members
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users' accounts and profiles and deal with password issues
• Respond within agreed time limits to call-outs
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Following standard procedures for proper escalation of unresolved issues to the appropriate teams
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged and prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers
• Asset Management on all IT related devices

Are you the type of person who enjoys cracking complex technical puzzles and thrives on helping customers get back on track? Do you love diving into databases, scripts, and logs to uncover the “aha!” moment? If so, we’re looking for you to join our team as a Technical Support Analyst.

In this role, you’ll be the go-to problem solver for escalated customer issues. Think of yourself as part detective, part engineer, and part hero, working closely with product and support teams to make sure our customers’ systems run smoothly. You’ll roll up your sleeves, dive into SQL queries, troubleshoot across platforms, and work directly with teams to get to the root cause of issues.

Qualifications:

Additional notes

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Technical Support Analyst with business proficiency in Dutch to join our Technical Support team.

As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success. DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.

This is a remote position

What you will do

• Deliver world-class customer service to resolve customer concerns and retain customers
• Build successful long-term relationships with external clients to ensure customer loyalty
• Partner with technical support engineers to resolve issues reported by customers
• Engage with internal and external customers via support tickets, email, phone, and chat
• Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
• Gather accurate information and document customer issues in our CRM tool
• Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times

What you will have

• Professional working proficiency in Dutch (essential)
• 1+ years technical support or IT client interfacing experience
• Matric qualification (essential) and/or Computer Science, Information Systems or Information Technology qualification (advantageous)
• Basic understanding of Internet principles, terminology and functionality
• Basic understanding of networking protocols and devices, web servers and VPN
• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Familiarity with UNIX script commands, website/web server administration (advantageous)
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
• Certifications such as CISSP, MCSE and CCNA (advantageous)
• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Education Support Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical

#LI-GA1

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• IT Diploma or relevant certification
• Microsoft Azure Fundamentals (preferred)
• PowerShell scripting knowledge (advantageous)

• 2+ years experience in an IT support role
• Microsoft Azure experience (AAD, VMs, Storage, etc.)
• Experience with Windows Server environments
• Familiarity with ticketing systems (e.g., Jira)
• Understanding of networking (DNS, DHCP, VPNs, and IP addressing)
• Experience with PowerShell for automation
• Excellent troubleshooting and communication skills
• Able to explain technical solutions to non-technical users
• Prior work in agile or small-team environments
• Experience with remote support/monitoring tools

• Provide 1st and 2nd line support for internal systems and infrastructure
• Manage and resolve issues within SLAs
• Perform routine server support and Azure maintenance
• Log and resolve tickets effectively
• Deliver professional client-facing support via Teams or phone
• Document processes and contribute to internal knowledge base
• Collaborate with internal teams for escalation and issue resolution

ENVIRONMENT:

A strong technical & results-driven Technical Support Analyst is sought by a dynamic Independent Asset Management Firm to ensure seamless IT support for software, hardware and applications across regional and global teams, both on-site and remotely. You will also log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices., proactively diagnose and resolve issues while utilising tools such as Microsoft Copilot, Power Automate, and ServiceNow Virtual Agent to streamline tasks and improve user experience. Applicants will require a Degree in Information Systems/Computer Science or a related field (or equivalent experience), have 3+ years of experience in IT Support, Service Desk or IT Service Management with knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River. You must also have proficiency with

ServiceNow Virtual Agent, Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint, Teams, PowerApps, Microsoft Copilot, Mimecast & SysTrack.

DUTIES:

• Deliver responsive and effective 1st/2nd line support for software, hardware, and core applications via ServiceNow, Microsoft Teams, walk-ups, or phone.
• Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
• Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities.
• Maintain and update tickets with relevant progress notes and status updates.
• Own incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
• Prioritize and manage multiple open cases, escalating as needed with full context and troubleshooting steps taken.
• Use tools such as Microsoft Copilot, Power Automate, and ServiceNow Virtual Agent to streamline tasks and improve user experience.
• Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
• Collaborate with internal technical and product teams to resolve complex or systemic issues.
• Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
• Contribute to and update the knowledge base to enable user self-help and team learning.
• Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
• Perform user administration tasks: password resets, AD group updates, etc.
• Participate in on-call and after-hours support on a rotational basis.
• Promote self-service portals and digital adoption, educating users on best practices.
• Uphold company policies regarding data security, compliance, and confidentiality.
• Share knowledge, mentor team members, and promote a collaborative team culture.

REQUIREMENTS:

Qualifications

• Degree in Information Systems, Computer Science or a related field (or equivalent experience).

Experience/Skills

• 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
• ITIL knowledge and experience applying ITSM best practices.
• Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
• Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
• Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
• Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
• Experience with endpoint monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
• ServiceNow expertise - administration, configuration, development, workflows, automation and integrations.
• Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.

ATTRIBUTES:

• Excellent communication skills clear, proactive and user focused support.
• Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
• A client focused and collaborative approach.
• Ability to analyse, interpret and assimilate information.
• Driven by results.
• The ability to approach and own and continuously seeks out opportunities for development.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. Only

Location: Legal Firm based in Pretoria

Salary: R20K

Description:

Legal Law Firm seeks an IT Support Analyst with the following qualifications:

• 2 years’ experience
• Windows 10 / 11 Experience - crucial
• MS Office Experience - crucial
• Windows Active Directory – crucial
• Networking – advantageous
• ArcServe – advantageous
• Windows Group Policies – advantageous
• Fortinet/Firewall – advantageous
• Office 365 Admin - advantageous
• Degree or diploma in Information Technology - advantageous

Responsibilities:

• Manage, maintain, and repair IT systems.
• Diagnose and repair faults.
• Resolve network issues.
• Install and configure hardware and software.
• Identify hardware and software solutions.
• Troubleshoot technical issues.
• Provide timely and accurate customer feedback.
• Support the roll-out of new applications.
• Provide support in the form of procedural documentation.
• Manage multiple cases at one time.
• Test and evaluate new technologies.

We offer:

R20K CTC

Location: Legal Firm based in Pretoria

Salary: R20K

Description:

Legal Law Firm seeks an IT Support Analyst with the following qualifications:

• 2 years’ experience
• Windows 10 / 11 Experience - crucial
• MS Office Experience - crucial
• Windows Active Directory – crucial
• Networking – advantageous
• ArcServe – advantageous
• Windows Group Policies – advantageous
• Fortinet/Firewall – advantageous
• Office 365 Admin - advantageous
• Degree or diploma in Information Technology - advantageous

Technical Support Responsibilities:

• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.

We offer:

R20k ctc

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