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Technical Support Specialist
2 months ago
About the Role:
Gentoo, a values-led charitable organisation, is seeking a skilled Systems Support Analyst to join its Transformation and Technology team. As a key member of the team, you will play a vital role in ensuring the smooth operation of the organisation's systems and applications.
Key Responsibilities:
- Respond to user inquiries and technical issues related to systems, software applications, integrations, and hardware devices.
- Diagnose and troubleshoot system problems, identifying root causes and supporting the implementation of solutions in a timely manner.
- Provide remote or on-site support as needed, guiding users through problem-solving steps and resolving issues effectively.
- Perform and support routine maintenance tasks, such as software updates, system patches, data backups, housekeeping, and operational tasks to ensure system integrity and security.
- Monitor system performance and availability, proactively identifying potential issues and taking corrective actions to prevent downtime.
- Conduct training sessions and create user documentation to educate employees on system functionalities, best practices, and troubleshooting techniques.
- Offer guidance and assistance to users in optimising their usage of systems and applications to improve productivity and efficiency.
- Maintain accurate records of user inquiries, technical issues, and support activities using ticketing or tracking systems.
- Collaborate with IT teams, system administrators, and vendors to escalate complex technical issues and coordinate resolutions.
- Communicate effectively with users, providing clear and concise instructions, updates, and status reports on support activities.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- Proven experience in a technical support role, preferably in a corporate environment.
- Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
- Excellent troubleshooting skills, with the ability to analyse and resolve technical issues efficiently.
- Experience of relational databases, SQL queries, and data analysis tools is desirable.
Attributes and Behaviours:
- Ability to work independently and collaborate effectively in a team environment.
- Strong attention to detail and the ability to manage multiple tasks and priorities effectively.
- Ability to communicate with both technical and non-technical stakeholders.
- Customer-focused mindset with a dedication to providing high-quality support and ensuring user satisfaction.
