Technical Support Specialist
2 weeks ago
THE COMPANY
THE ROLE
The Support Specialist needs to have a passion for problem solving and must have good communication skills since they will be expected to build and maintain good professional relationships with all Traderoot clients.
They will be required to effectively and efficiently escalate product issues for problem resolution interdepartmentally as well intra-departmentally, which further emphasises the need for good communication and teamwork skills.
RESPONSIBILITIES
The position entails the following responsibilities:
- Providing appropriate support for all solution suites of the Traderoot Enterprise Platform on clients' Production environments, based on the conditions of the client's Service Level Agreement
- Daily customer engagement
- Capturing and processing statistics
- Performing system health checks
- Escalating reported issues to appropriate resources and following up on them
- Writing incident reports
- Maintaining a knowledge base of lessons learnt during issue investigation and resolution
- Staying up to date with all TEP software updates, changes and releases
- Becoming proficient in TEP commissioning and upgrade principles
- Using the issue tracking system effectively
- Maintaining the client registry
- Providing afterhours client support when and where required
REQUIREMENTS
- A relevant tertiary qualification, such as a BSc in Computer Science or a Diploma in IT or a related field. Certifications such as MCSE are also acceptable.
- 3 years of IT help desk and/or technical and product support experience
ADDITIONAL SKILLS
The following areas of expertise would be advantageous in this role:
- Knowledge of IT service management practices such as ITIL
- Basic understanding of IT networks, firewalls and network routing
- Operational security awareness
- Experience with platform and operating system architecture
- Knowledge of Windows and Linux operating systems
- Ability to perform operating system and software installations
- Knowledge of the Oracle Java Runtime Environment
- Knowledge of databases and Microsoft SQL Server
- Experience with writing SQL queries
- Exposure to the ISO 8583 payment protocol
- Knowledge of common protocols and standards such as TCP/IP, RDP, VPN, SSL/TLS and FTP
PERSONAL ATTRIBUTES
- Excellent written and spoken communication skills
- An analytical approach to problemsolving
- Ability to work well within a team
- Strong analytical, methodical and troubleshooting skills
- A strong willingness to learn
- A high level of persuasiveness and credibility
Job Types:
Full-time, Permanent, Graduate
Ability to commute/relocate:
- Cape Town,
Western Cape:
Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Are you a Namibian citizen?
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