Our client is a UK based company with 25 years of experience in delivering IT services and infrastructure solutions to a wide range of customers across varied markets and locations. They are looking to establish a support team based at their offices in Cape Town.

Role Overview

As a Junior Infra Analyst, you will play a key role in the delivery of high-quality technical support for our client and their customers, whilst delivering customer satisfaction and a personalised service.

This position requires troubleshooting, problem-solving and technical skills, using various diagnostic tools. In addition, you should have good inter-personal skills and a sense of initiative to provide high levels of resolution, support, escalation and customer satisfaction.

Job Responsibilities

• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
• Work with your colleagues to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.
• Work with a number of different infrastructure systems that may be On-Premise or Cloud based
• Be able to assess, triage and propose effective solutions for cases.
• To receive escalations and in turn know when to escalate cases to ensure timely actions are taken to effectively to achieve the highest level of customer service.
• Communicate effectively with customers throughout the ticket lifecycle, always ensuring that the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Work with the Change Management team to create and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate.
• Ensure where possible, or highlight where not, that our client fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs.
• To highlight needed updates to documentation and identify knowledgebase articles that may be required.
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Any additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objective.

Key Skills, Knowledge & Experience

• Proven experience within infrastructure support team is essential.
• Technical knowledge of and previous experience of supporting:
• Windows Server Systems
• Office 365/Office Applications
• Messaging infrastructure and cloud platforms
• Virtualisation
• Knowledge of Networking (firewalls, routers and switches)