Functional Summary
 
Knowledge of the disciplines in an application support environment. Sound problem solving exposure at application and business transaction level. Commitment to routine as well as investigation/analysis work. Knowledge of Microsoft Windows operating systems and databases. Ability to understand and write SQL Database queries (Microsoft SQL). Ability to solve medium to high complexity problems. Self-motivated, proactive, taking ownership of problems through to completion. Mature person with the sense of responsibility to work standby after hours as well.
 
Educational Qualifications / Experience Required

• Minimum Matric certificate
• IT diploma (Hardware, Software and Network Infrastructure related courses) (BSc Degree in IT advantageous)
• POS application support (banking industry, cellular industry and other retail application support): 2 to 4 years
• Remote application support (ability to work with Team Viewer, Amy, etc.):2 years
• SQL Database queries, script writing: 2 years
• ITIL qualification advantageous
• Microsoft Infrastructure Support and certification
• Must have experience as a functional member of a Technical Support Team engaged in developing, maintaining, installing and operating complex systems
• Must be able to provide consulting, technical support and training to internal/external users and other technical staff (where needed)
• Valid driver’s license and own reliable transport

 
Competencies Required

• Sense of urgency
• Ability to work overtime as and when required and to be on standby
• Interpersonal Skills
• Very Good Communication Skills
• Attention to Detail
• Strong Administration Skills
• Maintain 95% application uptime
• Effective application monitoring with 98% incident identification
• Proactive application corrections made within agreed SLA
• Application disaster recovery design and implementation
• Maintain set time between application failures within agreed SLA
• Effective application recovery to functional state within agreed time frames
• Effective and accurate application deployment planning with a maximum of 10% roll back
• Accurate application deployment with set roll back threshold
• Application deployment into production / production deployment

Technical Support Management

• Ensure that effective troubleshooting is completed on all escalated technical cases to ensure speedy resolution
• Ensure that effective escalation is completed on technical cases within specified SLA
• Provide accurate solutions for technical queries, running of database queries in order to conclude the query
• Maintenance of own technical database / knowledge base on technical aspects to be able to effectively assist clients
• Identification of key issues and design of work-arounds / solutions
• Adherence to specified SLA
• Responsible for 24/7 operational support

System Management

• Design and implementation of effective maintenance plans to ensure 98% stable system operations
• Accurate system analysis
• Accurate system monitoring, generating weekly system stability reports
• Proactive system corrections with agreed SLA
• Performance monitoring to identify potential system bottlenecks
• Maintain 95% system availability and uptime

Problem Management

• Reporting on and keeping track of:
  • Average time to diagnose the problem
  • Average time to fix the problem
  • Number of new problems, solved problems
  • Incidents caused by problems
  • Total number of problems recorded in the period
  • Percentage of problems resolved within SLA targets
  • Number and percentage of problems that exceed target resolution times
  • Number of major problems, including opening, closed and backlog
  • Number of known errors added to the KEDB

Quality Assurance

• Ensure accurate and detailed escalation of quality concerns from a systems and device perspective to the QA Systems Manager and Change Advisory Board (CAB) within 1 business day of occurrence
• Testing systems in IT and reporting on same within the required time frames
• Assisting with the testing of new devices