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Permanent. Senior IT Analyst

Job Reference: 898312

The Agency is recruiting for a Senior IT Analyst on behalf of an offshore, financial services company based in the Cayman Islands.

You will be a member of the global IT organization reporting to the IT Manager. You will be assisting the team with installation/upgrade of new hardware and software, perform troubleshooting to address any problems with computer systems, and assess viruses and potential threats to a company’s network. You will also monitor the use of email, create and change passwords, make suggestions for improvements to computer systems, backup data and perform data recovery if needed.

Responsibilities:
  • Provide both onsite and remote support, dealing with the majority of calls and tickets to the helpdesk utilising a variety of problem-solving techniques while maintaining a high level of customer satisfaction
  • Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions and follow the inhouse procedures for escalation
  • Ensuring all incidents and Service Requests are accurately identified, categorised, prioritised and managed
  • Monitor backups and periodically test restoring backed-up data
  • Monitor and order supplies and equipment as needed.
  • Provide support for the varied Audio-Visual/office equipments (Printer, Projectors, Videoconference Units, etc.)
  • Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution

Qualifications/Experience: 

  • University Degree in information technology or a related field or equivalent and certifications
  • Proven work experience as a system analyst 
  • Knowledge of basic network concepts (DNS, TCP IP, Windows Networking, Ethernet, Active Directory)
  • Technical knowledge of Windows 10 / 11, Microsoft Office 2016, iOS
  • Experience with iManage, ViewPoint, Aderant, Mitel, DUO, VNC, TeamViewer, and Maas 360 would be a plus
  • Ability to work in a fast-paced environment
  • Strong written and verbal communication skills
  • Ability to explain technical details
  • Ability to work during weekends, off-hours and holiday coverage as needed
Salary: Up to US$67,000 per annum plus benefits 

If this sounds like a good match for you and you would like to learn more, we would welcome your application. Go ahead and apply.

Apply for this role

Colin Smith
Senior Recruiter

colin@theagency.ky
+1 345 743 1769

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