MFA Support Analyst

My client based in Cape Town is currently looking for a MFA Support Analyst to join their team on a contract basis.

IT / FINANCE

Responsibilities

• Support MFA implementation, rollout and onboarding across Digital assets.
• Assist users with MFA registration, authentication and access-related issues.
• Provide Level 1 and Level 2 support for MFA incidents and service requests.
• Investigate and resolve authentication, device enrolment, SMS and OTP issues.
• Monitor user adoption, support queues and MFA solution performance.
• Manage support tickets and ensure incidents are resolved within SLA commitments.
• Escalate unresolved technical issues to the SGT IAM technical support team.
• Provide hypercare and post-deployment support during implementation.
• Prepare weekly and monthly support reports, dashboards and progress updates.
• Identify recurring issues and recommend preventative measures.
• Develop support guides, FAQs and knowledge articles.
• Assist with user training and awareness activities.
• Coordinate with business users, technical teams, suppliers and stakeholders.
• Support the transition from project implementation to business-as-usual operations.
• Assist with operational readiness and the handover to support hubs.

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
• 3-5 years' experience in IT support, service and incident management or application support.
• Experience in IT Digital and/or Insurance environments.
• Experience supporting Identity and Access Management (IAM) solutions.
• Experience with MFA solutions, authentication technologies and security platforms.
• Proven experience in incident management and service support.
• Experience working on enterprise technology implementation projects.
• Exposure to user onboarding, hypercare and post-go-live support.
• ITIL Foundation certification advantageous.
• Relevant IAM, Cyber Security and Digital certifications advantageous.

Competencies

• Strong customer service and user support skills.
• Excellent problem-solving and analytical skills.
• Effective communication and stakeholder management.
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail.
• Good planning and organisational skills.
• Ability to manage multiple priorities simultaneously.
• Team collaboration and relationship management.
• Ability to identify issues and recommend solutions.

If you are ready for the next exciting step in your career, and would like to apply, please send us your updated CV to review

Desired Skills:

• User Support
• Application Support
• SQL Application Support
• Application Support Software
• User Administration
• Help Desk Support