End-User Tech Support & Automation Specialist

Boardroom Appointments; Durban; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Boardroom Appointments in Durban is seeking an experienced End-user Computing Analyst to join our IT team. You will provide managed services, ensuring operational continuity of IT infrastructure and systems.

Your focus is on second-line support for incidents and requests across multiple technology domains. Responsibilities include monitoring queues, resolving incidents within SLAs, updating tickets, and collaborating with automation teams to optimize tasks and drive improvements.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing.
• Certifications such as CCNA, CCNP, Azure Administrator, and AWS Solutions Architect are preferred.
• Moderate-level experience in managed services handling cross-technology infrastructure.
• Proficiency in ticketing tools, preferably ServiceNow.
• Working knowledge of ITIL processes.
• Experience working with vendors and/or third parties.

Responsibilities

• Proactively monitor work queues to identify and resolve incidents/requests within SLAs.
• Perform operational tasks to ensure timely resolution of issues.
• Update tickets with resolution tasks and maintain accurate records.
• Provide second-level support and identify root causes of incidents and problems.
• Communicate with teams and clients to extend support.
• Execute changes with risk identification and mitigation plans.
• Escalate tickets to ensure prompt resolution.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Assist L1 Security Engineers with initial triage and troubleshooting.
• Lead initial client escalations for operational issues.
• Contribute to change management by logging requests and executing maintenance.
• Analyze incident and request tickets for quality and improvements.
• Produce trend analyses to identify automation opportunities.
• Contribute to project work and disaster recovery functions as needed.

Skills

Communication

Interpersonal skills

Problem-solving

Analytical thinking

Cloud

Networking

Security

Cisco

Microsoft

AWS

Azure

Education

Bachelor's degree in IT/Computing

CCNA

CCNP

Microsoft Certified: Azure Administrator Associate

AWS Certified: Solutions Architect Associate

Tools

ServiceNow

ITIL

Job description

Boardroom Appointments in Durban is seeking an experienced End-user Computing Analyst to join our IT team. You will provide managed services, ensuring operational continuity of IT infrastructure and systems.

Your focus is on second-line support for incidents and requests across multiple technology domains. Responsibilities include monitoring queues, resolving incidents within SLAs, updating tickets, and collaborating with automation teams to optimize tasks and drive improvements.