- Johannesburg
- Salary: (Negotiable)
- Job Type: Permanent
- Sectors: Technology
- Reference: 75609
Vacancy Details
Employer: Unique Personnel
What you’ll do:
Providing front-line primary technical support to end users on various technical issues and incidents relating to the Client's Software.
Service Desk management including:
Logging and processing support tickets.
Liaising with users and customer first line support to determine and investigate incidents.
Resolution of support incident tickets in a timely manner.
SLA and incident report management.
Performing first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.
Service desk optimisation.
Support process optimisation.
Customer and Support reporting definition and management.
Testing, regression testing and customer testing support for bug fixes, enhancements, customisations and new features.
Training and support documentation management.
Training sessions.
Driving compliance.
Planning and communicating scheduled maintenance upgrades.
Promote a culture of customer centricity.
This role is critical to the success of the business as it is the primary touchpoint by which most end- users experience the business.
Your expertise:
Experience with Python, Java, .Net Core, Dynamo DB, Restful micro-services, C#, Vue.js, Xamarin Forms, HTML5/JavaScript, Agile, scrum.
Providing front-line primary technical support to end users on various technical issues and incidents relating to the Client's Software.
Service Desk management including:
Logging and processing support tickets.
Liaising with users and customer first line support to determine and investigate incidents.
Resolution of support incident tickets in a timely manner.
SLA and incident report management.
Performing first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.
Service desk optimisation.
Support process optimisation.
Customer and Support reporting definition and management.
Testing, regression testing and customer testing support for bug fixes, enhancements, customisations and new features.
Training and support documentation management.
Training sessions.
Driving compliance.
Planning and communicating scheduled maintenance upgrades.
Promote a culture of customer centricity.
This role is critical to the success of the business as it is the primary touchpoint by which most end- users experience the business.
Your expertise:
Experience with Python, Java, .Net Core, Dynamo DB, Restful micro-services, C#, Vue.js, Xamarin Forms, HTML5/JavaScript, Agile, scrum.
Candidate Requirements
Qualifications:Bachelor's Degree in Computer Science
Competencies:
Technical knowledge
Business awareness
Cultural awareness
Service awareness, preferably IT Infrastructure library (ITIL)
Investigation and diagnostic skills
Support tool knowledge
In-depth knowledge of hardware and software
Ability to quickly establish good working relationships with clients
Personal attributes:
Strong customer service ethos
Strong communication skills and active listening
Empathy with users
Acceptance of ownership
Patience and understanding
Investigation & diagnostic skills
Ability to work well with people
Excellent organisational skills
Willingness to sometimes work unsociable hours
Patience
A logical mind
Enthusiasm for continual learning
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