Technical Support Manager

2 weeks ago


Johannesburg, Gauteng, South Africa Level-Up Full time

Job Purpose

_ Job Performance Criteria_

Application Support Management

  • Prioritize and manage incident queues, ensuring that SLAs and response times are met.
  • Serve as the point of escalation for critical incidents and coordinate with various teams to drive resolutions.
  • Analyze support metrics and performance data to identify trends and areas for improvement.
  • Develop and implement support processes and best practices to optimize efficiency and improve customer support experiences.
  • Build out reporting and tracking and link to commercials by customer to ensure budgets are not exceeded.
  • Develop monthly support reporting for Service Managers to include in their KPI packs.

UAT Testing

  • Testing of all new features / bug fixes prior to deployment.
  • Assist with developing the UAT structure and supporting processes and technologies.

SOP's

  • Develop and maintain documentation related to Application Support procedures and troubleshooting guidelines.
  • Assist with building out the knowledge base for selfhelp support resolution.

Enhancements

  • Collaborate with product management to provide user feedback and contribute to future product enhancements.
  • Continuous improvement in automating workflow and alerts.

Staff Management

  • Train and mentor support consultants to enhance their technical knowledge and customer service skills.

_ Competency Requirements_

Knowledge

  • Technical Support
  • Process Definition & Mapping
  • Supply Chain Systems
  • Knowledge on Operational / system deployments
  • Strong communication abilities (written and verbal)
  • Active listening and adaptability to different personality types
  • Knowledge base setups
  • Enforce team accountability

Technical Skills

  • Intermediate SQL
  • Intermediate MS Suite
  • Work experience in set up, management and maintenance of a ticketing tool
  • Exposure to middleware / integration tools
  • AWS infrastructure knowledge beneficial

Behavioural Competency

  • Fast Learner
  • Ability to Perform under Pressure
  • Attention to Detail
  • Sense of Urgency
  • Ability to Prioritise
  • Strong Leadership & Coaching Abilities
  • Teamwork
  • Accountable
  • Proactive
  • Passionate
  • Lead by example
  • Motivated

Qualifications and experience requirements
years' experience in Managing an Application Support Team
years' experience in Supply Chain Applications would be advantageous

  • Experience in setting up a Shared Support Centre.
  • A degree in Computer Science, Information Technology or related fields.

  • Technical Support

    2 weeks ago


    Johannesburg, Gauteng, South Africa Stryker Full time

    Why customer service at Stryker?Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker...

  • Technical Support

    2 weeks ago


    Johannesburg, Gauteng, South Africa She Recruits Full time

    Do you have a combined ability of sound technical knowledge and a passion to work with clients? Our Alternative Energy providing company is looking for a technical support agent to join the dynamic. The individual in this role will provide first line of product solutions/support for customer enquiries relating to Technical equipment. QualificationsGrade 12...

  • Technical Support

    2 weeks ago


    Johannesburg, Gauteng, South Africa ALSTOM Full time

    Req ID:412097We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more...


  • Johannesburg, Gauteng, South Africa The Core Group Full time

    iStore is the home of everything Apple, and Africa's largest Apple Premium Reseller. With a retail footprint of more than 30 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.The iStore Technical Support Technicians are a...


  • Johannesburg, Gauteng, South Africa TotalEnergies Full time

    PaysAfrique du SudLieuSouth AfricaLieu de travailJOHANNESBURG-BIERMANN AV(ZAF)Société employeurTotalEnergies Marketing South Africa (Pty) LtdDomaineCommerceType de contratCDIExpérienceMinimum 6 ansThis position is accountable for ensuring that the quality and performance of petroleum products across the value chain is within the approved levels, ensure...


  • Johannesburg, Gauteng, South Africa Normet Full time

    We are a fast growing and innovative company with a mission to lead the transformation into a more digital and sustainable tomorrow. We are Normet, a courageous, committed and caring company where everyone has courage to shine.Job Description - Technical Service SupportJob Title: Normet Africa-Technical Service SupportDepartment: ServiceReporting to:...


  • Johannesburg, Gauteng, South Africa Belmar Personnel Full time

    BenoniA vacancy exists in Static Power for light current technical support person. The person shall report to the Sales manager.The incumbent provides technical support to Sales Department for Static group products to ensure that correct technical and cost models are employedMain responsibilities: Provide technical support to Sales Department of DC and AC...


  • Johannesburg, Gauteng, South Africa Metrowatt Full time

    Your RoleResponsibilitiesTechnical Support: Troubleshoot and resolve technical issues related to solar energy solutions, electrical equipment, and installations. Diagnose problems, identify root causes, and develop solutions or workarounds to restore functionality. Document and track all customer interactions and technical issues in the support ticketing...


  • Johannesburg, Gauteng, South Africa Dynexity Full time

    **Welcomed on- board to an innovative growing Company**This is a newly created position as part of the growth and expansion of the Company.You are accountable for the smooth running of theCall Centre and the Product Support Specialists.Your proven leadership skills will enable you to build a strong and effective team.To qualify: You have a B Tech or a...


  • Johannesburg, Gauteng, South Africa Freedom Won (Pty) Ltd Full time

    Key Responsibilities: Oversee the daytoday operations of the Technical Support Team. Act as a senior agent who will drive customer satisfaction through customer support. Act as a mentor and provide oversight, coaching, and training to technical support staff. Be the point of contact when it comes to technical escalations. Record and track team SLAs and...


  • Johannesburg, Gauteng, South Africa Perssol Full time

    Company DescriptionPersSol (Pty) LTD is a provider of recruitment/human resources services to multiple industries in South Africa. The company has a national footprint and is committed to delivering the best talent to clients' organizations and their staffing requirements.Role DescriptionThis is a full-time on-site role for a Technical Support Specialist...


  • Johannesburg, Gauteng, South Africa Sas Full time

    Technical Support Engineer – Hybrid Technical Support Engineer Nice to meet you We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking...


  • Johannesburg, Gauteng, South Africa SAS Full time

    Senior Technical Support Account Manager Job Locations ZA-Johannesburg Requisition ID Job Category Technical Support Travel Requirements 25% Senior Technical Support Account Manager – Hybrid Senior Technical Support Account Manager Nice to meet you We're the leader in analytics. Through our software and services, we inspire customers around...


  • Johannesburg, Gauteng, South Africa Turner & Townsend Full time

    Company DescriptionAt Turner & Townsend we're passionate about making the difference. That means delivering better outcomes for our clients, helping our people to realize their potential, and doing our part to create a prosperous society. Every day we help our clients deliver ambitious and highly technical projects in over 119 offices and 49 countries...


  • Johannesburg, Gauteng, South Africa LexisNexis Full time

    This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing...


  • Johannesburg, Gauteng, South Africa SAS Full time

    :Senior Technical Support Account Manager - HybridSenior Technical Support Account ManagerNice to meet youWe're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.We're also a debt-free multi-billion-dollar organization on our path to...


  • Johannesburg, Gauteng, South Africa Oxyon People Solutions Full time

    Purpose of the position:To provide a high level of technical support to all our customers in the EMEA region, with specific focus to Africa. To ensure the team continually offers the best level of service in terms of services and equipment.Major Areas of Responsibilities:Do installations and commissioning of all the company's monitoring Radar models in...


  • Johannesburg, Gauteng, South Africa beBee Professionals Full time

    BeBee Professionals is looking for a Technical Support Analyst to join our team in Johannesburg.The successful candidate will be responsible for providing technical support to our customers, troubleshooting and resolving technical issues, and providing technical advice and guidance.The ideal candidate should have: A degree in Computer Science, Information...


  • Johannesburg, Gauteng, South Africa RELX Full time

    About the Role As a Technical Support Representative, you will provide technical end-user desktop computer support as needed. You will install, configure, and troubleshoot desktop systems, workstations, and network issues under supervision. Responsibilities Providing high quality telephonic technical support and problem resolution to customers each...


  • Johannesburg, Gauteng, South Africa Adcorp Holdings Full time

    SynopsisOur client is looking for a Technical Support Consultant. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a contract role (6-month contract) based in Johannesburg.The primary purpose of this role is to function as a 1st level...