Technical Analyst - 2nd Line Support (Office Based)

About the role

Growth Resourcing is recruiting, on behalf of its client, a motivated Technical Analyst for an in-house Service Desk team in Umhlanga. Reporting to the Head of Service, you will deliver high-quality second-line technical support to a diverse client base. The role suits a customer-focused IT professional who enjoys solving complex technical problems in a busy service environment.

Key responsibilities

• Provide second-line Service Desk support for hardware, software and infrastructure issues
• Diagnose and resolve technical incidents efficiently and professionally
• Prioritise incidents by urgency and business impact, and follow escalation procedures where needed
• Log calls, incidents, requests and resolutions accurately on the Service Desk system
• Resolve tickets within agreed SLAs and keep clients informed of progress
• Identify emerging technical issues at client sites and share technical knowledge with colleagues
• Contribute to improving Service Desk processes and undertake other reasonable duties asked by the line manager

Required profile

• Strong support experience and in-depth knowledge of Windows Server, Windows desktops, Active Directory, TCP/IP/DNS, server virtualisation and networking
• Practical experience supporting Microsoft 365, including Teams, OneDrive, SharePoint, Entra ID, Conditional Access, Intune, Autopilot, MDM, Defender and DLP
• Customer service focus, clear written and verbal communication, and a friendly telephone manner
• Ability to work in a busy, fast-paced environment, manage competing priorities and meet deadlines

Required skills

• Windows Server administration and management
• Active Directory and Group Policy
• VMware vSphere, Microsoft Hyper-V and/or Nutanix AHV
• Microsoft 365, Microsoft Teams, Microsoft Intune, Microsoft Defender
• Desirable: Citrix, IP telephony, LAN/WLAN, firewalls (Fortinet, WatchGuard, Cisco)

What we offer

• Competitive salary with strong growth potential
• A scaling business backed by UK leaders
• Real career progression opportunities