Technical Support Analyst

We have an exciting nightshift opportunity available for a Technical Support Analyst. Work from home or the office – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

The Role

The Technical Support Analyst will be responsible for providing first-level technical support and managing incoming service requests to ensure timely and effective issue resolution. The role requires strong communication skills, attention to detail, and the ability to deliver a professional, client-focused support experience.

Key Responsibilities 

• Serve as the first point of contact for client IT support requests.
• Monitor, triage, and respond to incoming service desk tickets in accordance with defined SLAs.
• Resolve common Tier 1 technical issues including account access, Microsoft 365, email, endpoint, VPN, and connectivity concerns.
• Escalate complex or unresolved issues to Tier 2 with clear, accurate, and well-documented ticket notes.
• Communicate clearly and professionally with clients, providing timely updates and managing expectations.
• Adhere to documented SOPs, security standards, and troubleshooting playbooks.
• Maintain accurate ticket documentation and identify recurring issues for process improvement.
• Support the delivery of high client satisfaction and service quality standards.

Your Qualifications

• 1–3 years of experience in IT helpdesk or technical support.
• Strong written and verbal English communication skills.
• Working knowledge of Microsoft 365, Windows OS, and basic networking concepts.
• Experience working for an IT MSP (desirable)
• Familiarity with desirable tools:
  • HaloPSA
  • Addigy
  • NinjaOne
• Comfortable using AI tools like ChatGPT for structured troubleshooting
• Basic cybersecurity awareness
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Strong attention to detail and commitment to security and compliance.
• Experience working with ticketing systems and structured workflows.
• Client-focused, professional, and calm under pressure.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.