IT Support Analyst

Position within the organisation: This role sits within the Global IT Team at Sentric and will report to the Global Head of Technology. Key priorities: The IT Support Analyst is responsible for providing day to day technical support to staff, ensuring optimal use of hardware and software technologies, system performance, and securing data.

Key responsibilities
Responsibilities include, but are not limited to, the following:
· Responding to day-to-day technical support cases through all channels (email, Teams, phone, in-person).
· Troubleshooting incidents by deep-diving into OS, hardware, network, and software.
· Manage and maintain servers hosted physically on site and in the cloud.
· Troubleshooting IP voice-related issues including dropped calls, call quality and connectivity.
· Implementing automation & optimisation: Identify repetitive tasks and create scripts or workflows to streamline processes.
· Implementing appropriate security measures as required.
· Working with the wider Global Support teams to ensure all recurring technical issues are addressed, and that any training and/or documentation requirements are identified and delivered.
· Ensuring all support calls are logged and updated with required information in a timely manner.
· Determining IT needs and training end-users when needed.
· Managing cybersecurity initiatives to ensure our customers’ and employees’ data remains secure.
· Supporting audit & compliance: Working with internal and external teams during audits to ensure compliance with audit requirements and industry regulations.
· Documenting existing processes and, as appropriate, developing, implementing and documenting innovative technology processes.
· Setting up and troubleshooting meeting room systems and conferencing equipment.
· Proactively managing the systems and technologies in use throughout the business.
· Maintaining and regularly reviewing the confidentiality of sensitive information.
· Provisioning, deprovisioning, and periodically reviewing user accounts and system access.
· Leading or supporting IT projects: Participating in rollouts of global infrastructure, migrations, and new technologies, Supervisory responsibility (if applicable) This position has no management or supervisory responsibilities. Qualification

requirements:
Degree in Computer Science, Information Technology, Engineering or a related discipline. Language

skills:
· Excellent verbal and written skills in English
· Ability to read and understand documents such as safety rules, operating and maintenance instructions and procedure manuals.
· Ability to write up process documents, routine reports and correspondence.
· Ability to speak confidently and effectively with customers, suppliers and employees. Skills and competencies: Indicate the importance rating of each of General / Professional / Management & Leadership skills / competencies required to perform in the position.