IT Technical Support Analyst - Contract
  • Randburg, Gauteng
  • HR Genie
Job Description

Our Client a Global Tech firm is seeking an IT Technical Support Analyst to join their team in Randburg on a contract basis. They offer stability, growth, competitive rates and a great working environment.


  • 1st Line IT support for Application Support
  • Incident management for Application Support (SMAX)
  • Logging and tracking of incidents, changes and requests
  • Receiving incoming queries from multiple sources, assigning and tracking queries
  • Proactively monitor and manage SLA and OLA on all incidents
  • Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
  • Manage 3rd line escalations (Demand and vendor escalations)
  • Manage business escalations to Application Support
  • Identification and escalation of re-occurring problems and incidents
  • Call journey management of high priority calls
  • Ensure that all incidents and service requests are assigned to the appropriate teams Application Support
  • Internal reporting for Application Support
  • Drive operational issues and escalated issues through to resolution
  • Drawing up performance reports by request.
  • Provide a high quality and standard of Application Support to the business
  • Assist with On-The-Job boarding for all new Support staff
  • Maintain shifts and standby scheduling
  • Day-To-Day operational status reporting of the production systems
  • Manage contractors HR, housekeeping, and Payroll submissions to the individual contracting houses.
  • Support management with miscellaneous administrative duties


  • Bachelors degree in IT, Computer Science or a related field required
  • Cloud computing
  • Linux
  • Oracle, SQL Server
  • Web Methods
  • Web Services
  • Automation / Scheduling tools / frameworks
  • SOA
  • SQL
  • SharePoint
  • F5
  • SQL Server Integration Service
  • SQL Server Reporting Services
  • ESB
  • Microsoft Frameworks (CSF, CCF, etc.)
  • Working knowledge of API-based services (e.g., REST, SOAP)
  • Understanding of basic integration concepts
  • Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIT
  • Facilitation

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