Job Description
Application support (1st and 2nd level – thus stops just short of writing code) of the Postilion suite of software products which are developed in-house:

• Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
• Revision of technical documentation and specifications as part of troubleshooting process
• T-SQL scripting to query and update database contents
• Reading / interpretation of Java code as part of investigation
• Remote connection to customer systems using WebEx and similar technologies
• Spotting of trends across regions and client base and feeding back observations and assessment into Postilion’s management team
• Working with international customers across time zones
• Incident management and tracking using call tracking system:
  • Ensure SLA with customers is maintained
  • Regularly update call tracking system to give transparency to customers and Postilion management
  • Participate in focused team meetings to discuss outstanding issues
  • Working with international customers across time zones
• Basic account management:
  • Building and maintaining strong relationships with Postilion’s corporate customers
  • Provide support via superior written and spoken skills
  • Negotiate patch / solution specifics and release dates with customers
  • Negotiate patch / solution specifics and release dates internally with development and project teams
  • Write detailed reports for customers and Postilion management
  • Participation in conference calls with customer’s technical and managerial staff
• Basic project management: Involvement in project related activities including
  • Studying customer requirements and business model
  • Recommending Postilion solution / enhancement / configuration based on customer requirements and business model
  • Compiling implementation and test plans for upgrades / go-lives
  • Compiling Disaster Recovery and fallback plans for upgrades / go-lives
  • Coordinating Postilion’s project action points
• Implementation: All implementation phase activities including
  • Installation and configuration of software
  • Unit testing and systems integration testing

Minimum Qualifications

• 1 years+ relevant university or technikon qualification
• relevant experience
• South African Citizenship or Permanent Residency

Highly Desired Qualifications

• 1 years+ relevant university or technikon qualification