Web and ERP Technical Support Team Lead

Pinetown
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: CPT003958/Jol

Apply before Dec 08 2024 | 29 Days left

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Vacancy Details

Employer: Time Personnel

Do you have 3 years of proven experience as a Tier-1 Technical Support Team Leader, resolving Web and ERP related challenges? A CompTIA A+ certificate, or higher qualification is essential. Our client in Gillitts, KZN, requires a self-managed person to remotely assist the company's Field Technicians in resolving technical issues. This is a fast-paced environment where you will add value in technical support and provide feedback on how and where product performance can be developed.

REQUIREMENTS

Grade 12, relevant qualification highly advantageous
Strong management skills with a minimum of 3 years previous experience Understanding of Computer Studies, minimum A+
Basic database understanding: MySQL
Proficient in Excel to assist with generating reports
Motivated, passionate and enthusiastic individual who is willing to learn
Excellent command of the English language as per the company’s standards and requirements
Excellent telephone and e-mail etiquette as per the company’s standards and requirements
Excellent attention to detail, strong administration skills, and impeccable time management
Ability to process system flows and report back on issues
Ability to logically process system flows and report back on issues
Hotline management for customer queries (during working hours)
Understanding of IT systems to be able to audit software/product services
Ability to compile summary reports from existing reports
Be self-driven and have a good work ethic
Willingness to put in extra hours when required
Be able to work as part of a team
Demonstrate good time management
Be able to co-ordinate with in a team
Ability to motivate team members
Have experience with training and upskilling team members

DUTIES

Troubleshoot and resolve technical problems that the onsite field technicians report
Skill up in the following areas: Basic ITC understanding âª A+ / N+
Ensure TSS daily critical tasks are met by the TSS team. If the tasks are not going to be met, ensure your direct managers are notified in a timeous manner
Identify why the critical tasks are not being met and engage with your manager to resolve issues identified
Send through a daily report for critical tasks to direct managers
Ensure the TSS department maintains good levels of service delivery to the rest of the company. This includes but is not limited to: âª Identifying areas where staff may be lacking in required skills
Ensuring that CoPs are readily available to all TSS staff members
Ensuring members of the team adhere to the correct tea and lunch times
After hour assistance: While weekend work is not required by this role, if other staff need assistance after hours, then the TSS supervisor is the first-Tier support for these issues
Technician assistance:
Identify areas where excessive technician requests are coming in and engage with management to find a way around these if possible
Manage the testing of the Website / ERP on a weekly basis by TSS
This includes but is not limited to:
Putting together a testing schedule so different aspects of the website are tested
Ensuring the team are doing daily tests on the company website and ERP: Check that reports are running and returning valid data
Check that features are working correctly
Escalating any issues found by logging the issues in the incident management portal.
Retesting any issues that occurred that are deemed to have been fixed
Assist with analysing data and reporting: This could be for assessing trends on things such as (not exhaustive):
Hijackings / Thefts
Poor Fitments by field technicians
Identifying incorrect repairs that have been validated
Functionality / behaviour of new test units in the field
Conduct quality control audits on all technical repairs / new installations using the ERP system
Attend meetings with your Manager, when required.
Obtain a strong understanding of how the company systems work together so you are better able to assist with more complex queries
Understand which areas of responsibility sit with which department internally at the company so you can facilitate quick turn arounds for customer queries

Salary: R negotiable dependent on experience

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About Time Personnel

Because we specialise in Companies, not specific industries, our focus is your company’s individual CULTURE and DYNAMICS. We are a Cape Town based boutique recruitment agency, who have been running for 14 years and can, collectively, offer well over 70 years of experience to our clients. We believe each of our clients deserves our time to research and collate all relevant data around their company in order for us to present the best candidates. We do not simply send through a CV.

We ensure the MATCHING has been done to a “T”, which includes your COMPANY and CULTURE requirements, so you only receive the best and we save your TIME!

How do we deliver positive results saving you TIME?

A unique take-on process, eliminating TIME wasting for all parties concerned.
Solution driven, for when problems occur.
Experts in screening all the resumes that cross our path, ensuring we find the perfect MATCH.
Hands-on, from interview process, placement and beyond, making sure that solid relationships are cemented.
Continually keeping abreast of South Africa’s stringent Labour Laws.