Technical Support Analyst

Hello an exciting new opportunity has just become available in our Insure, IT area (IT Operations). We are looking to recruit a Technical Support Analyst

Role Objectives

Responsible for providing second level application support to end users managing IT related incidents within the Hollard Insure IT Operations by effectively responding to minor/major incidents including escalation, follow-through, dissemination of workarounds or resolution advice and closure. The role will involve interfacing with Group IT to resolve infrastructure and network related issues and ensure a stable and performant IT environment

Key Responsibilities

Provide 2nd level application support to end users ensuring that IT systems remain operational and where there are incidents, these are are resolved quickly and impact to business is minimized

Ability to diagnose and address application issues and where necessary escalating requests to developers with problem analysis attached & escalate unresolved problem/issues/requests to the proper support teams

Proactively monitor all business systems to ensure minimum downtime by using monitoring tools such as New Relic, WhatsUpGold etc

Document work, take part in user meetings and assist in presenting solutions both orally and in writing

Constant contact with Central IT and assistance during down time weekends to ensure the department runs without interruption. This includes implementing any changes and testing that may need to occur

Ensure full compliance to all processes, policies and procedures and identify areas for improvement

Ensure that backup policies are developed, maintained, implemented and tested

Ensure security updates are applied when released as well as assisting Central IT in implementing hardware and software changes

Managing Disaster Recovery for Hollard Insure this includes documentation of disaster recovery plans, implementation and testing of disaster recovery plans

Proactive prevention of audit findings and where these do arise, ensuring that they are addressed speedily

Present, implement and get approval for new servers and application changes at Hollard CAB (Change Approval Board

Execute deployments into non-production and production environments when required