Support Engineer and Tester

3 weeks ago


Johannesburg, South Africa IOCO Full time

We are seeking a skilled Support Engineer and Tester to provide front-line support for Impression Software, managing user incidents, service desk operations, and reporting. The role includes investigating and resolving technical issues, optimizing support processes, assisting with testing and bug fixes, managing training and documentation, and coordinating scheduled maintenance—all while promoting a customer-centric culture.What you'll do:Providing front-line primary technical support to end users on various technical issues and incidents relating to Impression Software.Service Desk management includinglogging and processing support ticketsliaising with users and customer first line support to determine and investigate incidentsResolution of support incident tickets in a timely manner.SLA and incident report managementPerforming first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.Service desk optimisationSupport process optimisationCustomer and Support reporting definition and managementTesting, regression testing and customer testing support for bug fixes, enhancements, customisations and new featuresTraining and support documentation managementTraining sessionsDriving compliancePlanning and communicating scheduled maintenance upgradesPromote a culture of customer centricityYour Expertise:Jira Service Management experienceQualifications:Bachelor's Degree in Computer Science or Information Systems



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