IT Support Analyst

About the role

The IT Support Analyst will monitor, maintain and troubleshoot computer systems and networks for Gadget Express. You will install and configure hardware, operating systems and applications while providing timely assistance to staff and clients.

Key responsibilities

• Install and configure computer hardware, operating systems and applications.
• Monitor and maintain computer systems and network infrastructure.
• Guide staff or clients through technical procedures in person or over the phone.
• Troubleshoot system and network problems, diagnosing hardware and software faults.
• Replace faulty components as needed.
• Produce procedural documentation to support ongoing operations.
• Follow diagrams and written instructions to repair faults or set up new systems.
• Support roll‑out of new applications and technologies.
• Create new user accounts, manage profiles and resolve password issues.
• Respond to call‑outs within agreed time limits and work tasks to completion.
• Prioritize and manage multiple open cases simultaneously.
• Establish good working relationships with users and other professionals, such as developers.
• Test and evaluate emerging technologies.

Required profile

• Strong communication skills to assist staff and clients effectively.
• Ability to work continuously on tasks until resolved or appropriately escalated.
• Excellent multitasking and case‑prioritisation capabilities.
• Proactive attitude in building relationships with users and technical teams.

Required skills

• Computer hardware knowledge
• Servers and operating systems
• Troubleshooting and diagnostics
• MCSE certification (or equivalent)
• MCP certification (or equivalent)
• A+ certification (or equivalent)
• Experience with ERP solutions