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Senior Support Analyst

4 months ago

Johannesburg, Gauteng, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time
"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_

inspHire is a market leader in the development and provision of rental industry ERP software.

Creating documentation and delivering customer and staff training where required.

Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites.

Covering global support hours on a rota basis, including night shifts.

Key Responsibilities:

Your responsibilities include but are not exclusive to:

  • Deliver a first-class service to our customers
  • Answer questions and troubleshoot issues quickly and efficiently.
  • Provision of highquality updates to customers on a regular basis.
  • Correctly set the customers' expectations.
  • Deliver on promises
  • Provide training to members of the team to maintain standards
  • Ensure all cases are progressed in line with InspHire SLA's
  • Take personal responsibility for own tickets and ensure all parties are kept updated
  • Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
  • Team Working: Technical lead in department, manages continuous improvement activities/projects, proactively shares knowledge, help during times of leave/absence
  • Leading by example, always display a positive and cando attitude advocate of company
  • Proactively design and implement solutions to improve customer experience
  • Mentor and provide feedback on team members, ensuring quality levels are maintained
  • Be curious to change, evolve and develop in ways that help us better serve our customers.

Key Requirements:

Essential

  • Strong investigation skills into complex issues to a data or code level
  • Demonstrable experience in a similar IT support role, including:
  • Strong MS SQL Server database experience:
- writing and running traces/scripts
- performance analysis
- triaging data anomalies

  • MS SQL Server toolsets and processes
  • Experience with programming languages, preferably VB
  • Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)
  • Experience and knowledge of:
  • LAN/WAN networking
  • General networking concepts (TCP/IP, DNS)
  • Always display a "customer first" attitude
  • Ability to work under pressure in a fastpaced environment
  • Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
  • Ability to troubleshoot and strive for first time resolution of issues.
  • Consistently produce high quality and detailed work
Desirable

  • Knowledge of Crystal Reports
  • Knowledge of Sage Accounting Solutions
  • Appreciation for all products and services in the inspHire offering
  • Experience and knowledge of:
  • Virtualisation technologies
  • Cloud (MS Azure) technologies

Company Info


inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry - wherever they are in the world.


With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.


Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work.


Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.


  • To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._