System Support Specialist

2 weeks ago

Centurion, Gauteng, South Africa Vodafone Full time

Role Purpose:

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for an System Support Specialist.

To provide technical support to the customers, starting with the front-line logging of support tickets within a BAU context (e.g. issue resolution and business process improvement), followed by the subsequent activities required to drive resolution of these logged issues within a multi-supplier environment and according to pre-specified SLAs.

Technical expert able to resolve a large percentage of issues at first contact, with an excellent inherent understanding of systems and processes across an integrated systems landscape which incorporates several complementary business solutions and their respective interfaces.

Required to work in overtime/ standby

Your responsibilities will include:

  • Ensure efficient and effective service delivery
  • Coordinate and ensure that effective service levels are maintained
  • Perform tasks and actions related to continual service improvements
  • Coordinate system changes through automation and process implementation
  • Responsible for tracking key deliverables to meet deadlines and business objectives
  • Ensure optimal incident and service management process are followed and executed
  • Perform risk management procedures, business continuance scenarios, contingency and
  • Disaster recovery plans during downtime and/or major disasters.
  • Identifies and makes recommendations regarding critical points of failure and ensure that sufficient capacity is always available
  • Ensures that quality methods and procedures are executed.
  • Implement and execute bestinclass processes, understands the interaction and relationship of business operations and operating systems and network processes.

Environment Management requirements:

  • Security Management
  • Vulnerability Patching, security penetration tests, system users maintenance; WAF testing, obsolete software remedial
  • Implement and execute data purging and data archiving policies.
  • Facilitate Application DB, OS/Java upgrades
  • Manage Disaster recovery plans during downtime and/or major disasters.
  • Manage backup and data recovery processes
  • Update and Implement policies and procedures for business continuity and disaster recovery plans

Provides support on the following professional areas:

  • Collections Systems i.e. Tallyman
  • Credit Vetting Functionality,
  • Call Centre Telephony solution,
  • Billing Services Queries

Manage Infrastructure and Projects

  • To be familiar with the IT network infrastructure and able to make minor interventions only based on the alignment with the Network Engineer teams.
  • To keep IT related Guidance documentations updated and present on IT Technical Forums.
  • Manage infrastructural projects and deliver IT solutions according to the Infinity business
  • Ensures that the projects are delivered within the agreed budget, time and quality.
  • To make knowledge transfer for new IT colleagues.
  • To make KPI reports if require

Must have technical / professional qualifications:

  • Bachelor's Degree in Computer Science, Information Systems, or IT Diploma Information Systems
  • Professional experience and knowledge of Telecommunications industries strongly preferred
  • Basic knowledge on LAN/WAN/IP network technologies, protocols
  • Good technical knowledge some other industries: data centres, voice network (VoIP), Contact Centre, Virtualization solutions

Advantages:

  • Certificate and Knowledge of ITIL methodology but at least on ITIL v3 Foundation
  • Certification AWS and Cloud Support
  • Advance knowledge in Agile on DevOps Support

Core competencies, knowledge and experience:

  • Strong technical knowledge (Microsoft incl. Office, Lync, SharePoint and Exchange, Cisco phones
  • VoIP, mobility, Soft Phone solutions, Remedy etc.)
  • Solid query writing ability and experience, System Architecture, Database Structure experience
  • Triggers, Functions etc.
  • Technology Innovation: scouting, screening and evaluation
  • Excellent analytical, technical, and problem solving skills, with highlevels of creativity,
  • Excellent written and verbal communications skills, with both technical and business audiences
  • Excellent relationship building, teamwork, and collaboration skills that enables the provision of effective support and guidance across multiple DevOps teams
  • Ability to juggle multiple tasks and work in a highpressure environment
  • Able to work both individually and as part of a team
Closing date for Applications
:31 August 2023.
The base location for this role is,
Centurion, Infinity Services Partner Division.

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Infinity Services Partner is

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