Support Specialist - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 07-01-2022 6:33:32 PM
15-02-2022 8:41:31 AM
Support Specialist

THE ROLE
The Support specialist will engage with customers to provide support for the Enterprise Platform (TEP) and resolve issues.
They will be responsible for providing accurate and courteous third level technical and product support to the company's clients on all TEP solution suites. This will require them to become a TEP subject matter expert.
The Support Specialist needs to have a passion for problem solving and must have good communication skills since they will be expected to build and maintain good professional relationships with all clients. They will be required to effectively and efficiently escalate product issues for problem resolution interdepartmentally as well intra-departmentally, which further emphasizes the need for good communication and teamwork skills.
RESPONSIBITIES
The position entails the following requirements:
• Providing appropriate support for all solution suites of the Enterprise Platform on clients Productivity environments, based on the conditions of the clients Service Level Agreement.
• Daily customer engagement.
• Capturing and processing statistics.
• Performing system health checks.
• Escalating reported issues to appropriate resources and following up on them.
• Writing incident reports.
• Maintaining a knowledge base of lessons learnt during issue investigation and resolution.
• Staying up to date with all TEP commissioning and upgrade principles.
• Using the issue tracking system effectively.
• Providing after hours client support when and where required.
REQUIREMENTS
• A relevant tertiary qualification, such as a BSC in Computer Science or a Diploma in IT or a related field.
• Certifications such as MCSE are also acceptable.
• 3 years of IT help desk and /or technical and product support experience.
ADDITIONAL SKILLS
The following areas of expertise would be advantageous in this role:
• Knowledge of IT service management practises such as ITIL.
• Basic understanding of IT networks, firewalls and network routing.
• Operational security awareness.
• Experience with platform and operating system architecture.
• Ability to perform operating systems and software installations.
• Knowledge of the Oracle Java Runtime Environment.
• Knowledge of databases and Microsoft SQL Server.
• Experience with writing SQL queries.
• Experience with both web applications and client server applications.
• Exposure to the ISO 8583 payment protocol.
• Knowledge of common protocols and standards such as HTML, XML, TCP/IP, RCP, VPN, SSL/TLS and FTP.
PERSONAL ATTTRIBUTES
The candidates should have:
• Excellent written and spoken communication skills.
• An analytical approach to problem solving.
• Ability to work well within a team.
• Strong analytical, methodical and troubleshooting skills.
• A strong willingness to learn.
• A high level of persuasiveness and credibility.
DETAILS
Location of company Century City, Western Cape, South Africa
Working Environment A diverse team of professionals in an environment
That promotes learning and individual growth
Start date As soon as possible
Working term Permanent position (initial 3-month probation period)