Technical Support Analyst at Anjarwalla & Khanna

The Technical Support Analyst’s responsibilities include:

• Troubleshooting, diagnosing problems, implementing corrective action procedures within prescribed guidelines and/or escalating to other IT team members as appropriate.
• Installing, configuring and monitoring computer systems, networks, hardware, software, printers and scanners.
• Researching on, proposing, and supporting the implementation of different approaches to enhance efficiency e.g., automating repetitive tasks.
• Developing and maintaining IT documentation, processes, and procedures.
• Providing technical support across the Firm.
• Logging client/employee queries.
• Ensuring timely response to client service issues and requests.
• Replacing equipment as necessary.
• Testing new technology.
• Providing timely updates to the supervisor on status of projects or technical issues.

Experience and personal qualities

• The following experience is preferred:
• A Bachelor’s degree in IT from a recognized institution.
• Minimum experience of 2-3 years in similar role.
• Knowledge of Microsoft cloud and productivity solutions.
• Hardware and Network troubleshooting.
• Foundational knowledge on cyber security concepts and best practice.
• Working knowledge of ITIL v4 framework
• Project management experience
• Foundational understanding of agile methodologies

The following personal qualities are preferred:

• Ability to exercise proper judgment and creativity in selecting and applying procedures correctly.
• Must be flexible: Able to work on different shifts and scenarios.
• A technical, logical thought process.
• Problem-solving skills.
• Ability to stick to strict deadlines.
• Good time management, well organised with the ability to prioritise.
• Good telephone manner.
• A keen eye for detail.
• Commitment to team-work.
• Commitment to A&K’s mission and strong ethical integrity.