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Information Technology - Network & Support Jobs

Technical Analyst

Job Information
LocationRecruitment Agency / Vacancy in SA. Cape Town
Job TypePermanent

Job Description

Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

Appropriately handling of all customer issues including troubleshooting and providing feedback to the


Ensures Support Tool is updated with the latest ticket details at all times

Supports customers per the details contained in the customer maintenance and support contracts

Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues

Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.

Ensures compliance with SLAs and OLAs

Delivers product installations according to internal procedures

Escalates opportunities and/or issues according to established procedures

Create customer specific Service Pack Installer for those who have development responsibility

Works in different business times and on-call 24hs / 7 days.

Shift work, Stand by support and working on weeknights/weekends/public holidays is required

Ad-hoc occasional travel to customer sites

Key Outputs & Accountabilities

Advanced troubleshooting skills

Works within defined objectives using internal procedures

Able to work on own with minimum supervision

Performs work under general direction on routine tasks and detailed instruction on new assignments

Provides assistance to less experienced members of the team

Specialised in one product, in-depth knowledge and experience of more than one product

Desired Skills & Experience:

Basic knowledge of Telecommunication environment and customer services procedures

Works well within a team environment

Able to communicate effectively to convey and clarify information

Good written and verbal communication skills

Able to communicate in English (Advanced) and one additional language is preferred

Basic understanding of client requirements and product implementation

Experience in Ticket and queue management

Experience in Telecommunication industry is preferred

Good knowledge of Microsoft Office

Good understanding of complex software system architecture and operation

3-5 years of work experience in software industry or related fields

Degree or Diploma in Information Technology; Computer Science, Engineering

ITIL accreditation will be an advantage.

Technical Requirements:

Unix skills:

Create & modify shell scripts

Basic system administration

Monitor performance using standard utilities




Should you meet the requirements for this position, please email your CV to Megan on or fax to 086 572 8877. You can also contact Megan on 031 350 4405.

Correspondence will only be conducted with short listed candidates. Should you not hear from us within 3 days, please consider your application unsuccessful.

Hire Resolve offers a R1000 for any candidate that is referred and placed through Hire Resolve. Hire Resolve also offers a R1000 job spec fee for any referral that results in a placement through Hire Resolve. If your company is looking for any IT, Finance or Engineering staff, please email us at with the company name, a contact person and contact email or number of the person doing the hiring. We will keep the referral strictly confidential”

or email us:

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