Senior Technical Support Analyst

Placements24; Mbombela (Nelspruit); On-site; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Retirement plan

Professional development opportunities

Office in Nelspruit

Team events

Job summary

Placements24 in Nelspruit seeks a Senior Technical Support Analyst to provide advanced technical support, troubleshoot complex issues, and contribute to IT system stability for a diverse set of business clients. You will mentor junior staff and manage escalations while ensuring SLA adherence.

The role requires 5+ years in technical support, strong Windows/Linux and networking knowledge, server administration, and relevant certifications.

Qualifications

• Minimum 5 years of technical support experience with a focus on complex problem-solving.
• Deep knowledge of Windows and Linux operating systems, TCP/IP, DNS and DHCP, and common applications.
• Proven ability to troubleshoot hardware, software, and network infrastructure issues.
• Experience with server administration and virtualization technologies is a plus.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal abilities.
• Relevant certifications (e.g., CompTIA A+, Network+, MCSE) are highly desirable.
• Bachelor's degree in Computer Science, IT, or equivalent practical experience.

Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues.
• Analyze and diagnose complex IT problems, implementing effective solutions.
• Respond to escalated support requests from junior analysts and end-users.
• Develop and maintain technical documentation, including procedures and knowledge base articles.
• Conduct root cause analysis for recurring IT issues and implement preventative measures.
• Collaborate with IT infrastructure teams to ensure system reliability and performance.
• Mentor and guide junior technical support staff.
• Manage and prioritize assigned support tickets to meet service level agreements (SLAs).
• Stay current with emerging technologies and industry best practices.
• Participate in IT projects as a technical support subject matter expert.

Skills

Technical support

Troubleshooting

Windows OS

Linux OS

Networking

Communication

Documentation

Mentoring

Team collaboration

Education

Bachelor's degree in Computer Science or IT

Equivalent practical experience

Tools

Server administration

Virtualization

TCP/IP networking

DNS/DHCP

Job description

About the Role

Our client, a leading IT solutions provider, is seeking a highly skilled Senior Technical Support Analyst to join their team in **Nelspruit**. This role is responsible for providing advanced technical support, troubleshooting complex issues, and contributing to the overall stability and performance of client IT systems. You will work with a diverse range of technologies and be a primary point of contact for challenging technical problems. The ideal candidate possesses deep technical expertise, excellent problem-solving skills, and a strong commitment to delivering exceptional IT support. This is an exciting opportunity to advance your technical career within a respected organization in **Nelspruit**, working on critical infrastructure and supporting a variety of business clients.

Key Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues.
• Analyze and diagnose complex IT problems, implementing effective solutions.
• Respond to escalated support requests from junior analysts and end-users.
• Develop and maintain technical documentation, including procedures and knowledge base articles.
• Conduct root cause analysis for recurring IT issues and implement preventative measures.
• Collaborate with IT infrastructure teams to ensure system reliability and performance.
• Mentor and guide junior technical support staff.
• Manage and prioritize assigned support tickets to meet service level agreements (SLAs).
• Stay current with emerging technologies and industry best practices.
• Participate in IT projects as a technical support subject matter expert.

Requirements

• Minimum of 5 years of experience in technical support, with a strong focus on complex problem-solving.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and common applications.
• Proven ability to troubleshoot hardware, software, and network infrastructure issues.
• Experience with server administration and virtualization technologies is a plus.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal abilities.
• Relevant certifications (e.g., CompTIA A+, Network+, MCSE) are highly desirable.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Ability to work independently and as part of a collaborative team in **Nelspruit**.

Benefits

• Competitive salary with opportunities for overtime pay.
• Comprehensive medical insurance and retirement plan.
• Structured training and professional development opportunities.
• A dynamic and challenging work environment.
• Regular team-building activities and company events.
• Convenient office location in **Nelspruit**.
• Generous annual leave and sick leave allowance.