IT Analyst – Client Support

SUMMARY:
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POSITION INFO:
Overview Our client in the automotive industry is seeking a motivated and detail-oriented IT Analyst (Client Support) to join their IT team. This role is responsible for providing efficient and effective technical support to end users. You will diagnose and resolve hardware and software issues, maintain IT equipment, and ensure optimal performance of desktop and laptop systems. The successful incumbent will collaborate with other IT team members to address complex issues and contribute to the overall IT strategy. This role is crucial in maintaining high levels of user satisfaction and supporting operational efficiency Minimum Requirements Grade 12 \/Matric Bachelor's Degree or Diploma in Information Technology or Computer Science Minimum 2-5 years prior experience in an IT support role or equivalent. Prior experience in the automotive or manufacturing industry is beneficial. Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL is beneficial. Strong knowledge of IT ticketing systems, desktop and laptop hardware, printers, and peripherals. Familiarity with Operating systems such as Windows\/Linux and common software applications such as Office Suite\/ERP Systems. Understanding of basic networking concepts, including TCP\/IP, LAN\/WAN configurations, and wireless networks. Knowledge of security protocols and compliance standards, especially for protecting sensitive data in manufacturing environments. Knowledge of remote desktop management and support tools, such as TeamViewer, Remote Desktop Protocol (RDP), or Ivanti Ability to proactively identify, diagnose, and resolve technical issues quickly and effectively. Occasional travel may be required Strong verbal and written communication skills to effectively interact with users and explain technical concepts while having a customer-service approach. Willingness to learn new technologies and adapt to changing environments. Job Responsibilities Troubleshooting: Respond to user inquiries regarding hardware, software, and network issues. Provide support by troubleshooting and coming up with solutions. Device Management: Install, configure, and maintain desktops, laptops, printers, and other peripherals to ensure optimal performance. System Monitoring: Regularly monitor system performance and health, ensuring that IT infrastructure is up-to-date and functioning optimally. User Support: Provide training and guidance to employees on using IT systems, tools, and software effectively. Ticket Inquiries: Track and assist with inquiries through ticketing system, ensuring timely follow-up and resolution. Collaboration: Work closely with other IT team members to escalate complex issues and support various IT initiatives. Technology Rollout: Assist in the rollout of new technologies or systems, such as system upgrades, new software deployment, or infrastructure enhancements. Network Resolution: Assist with basic network troubleshooting, including connectivity issues and peripheral integration with the network. Vendor Liaison: Coordinate with vendors or external IT service providers for hardware or software procurement and support when necessary. Equipment Management : Maintain IT inventory, including hardware and software licenses, and help coordinate repairs or replacements as required. Recommend and manage procurement for IT equipment as requested or needed for replenishment purposes. User Onboarding: Assist user during the onboarding and offboarding procedure for employees regarding IT equipment and systems. Travel to remote operations sites to assist users and projects on site when necessary. Documentation: Create and update documentation for processes, procedures, and FAQs to facilitate self-service and knowledge sharing.