Web and ERP Technical Support Team Lead

2 months ago

Pinetown, South Africa Time Personnel Full time
REQUIREMENTS
  • Grade 12, relevant qualification highly advantageous
  • Strong management skills with a minimum of 3 years previous experience Understanding of Computer Studies, minimum A+
  • Basic database understanding: MySQL
  • Proficient in Excel to assist with generating reports
  • Motivated, passionate and enthusiastic individual who is willing to learn
  • Excellent command of the English language as per the companys standards and requirements
  • Excellent telephone and e-mail etiquette as per the companys standards and requirements
  • Excellent attention to detail, strong administration skills, and impeccable time management
  • Ability to process system flows and report back on issues
  • Ability to logically process system flows and report back on issues
  • Hotline management for customer queries (during working hours)
  • Understanding of IT systems to be able to audit software/product services
  • Ability to compile summary reports from existing reports
  • Be self-driven and have a good work ethic
  • Willingness to put in extra hours when required
  • Be able to work as part of a team
  • Demonstrate good time management
  • Be able to co-ordinate with in a team
  • Ability to motivate team members
  • Have experience with training and upskilling team members

DUTIES
  • Troubleshoot and resolve technical problems that the onsite field technicians report
  • Skill up in the following areas: Basic ITC understanding ⪠A+ / N+
  • Ensure TSS daily critical tasks are met by the TSS team. If the tasks are not going to be met, ensure your direct managers are notified in a timeous manner
  • Identify why the critical tasks are not being met and engage with your manager to resolve issues identified
  • Send through a daily report for critical tasks to direct managers
  • Ensure the TSS department maintains good levels of service delivery to the rest of the company. This includes but is not limited to: ⪠Identifying areas where staff may be lacking in required skills
  • Ensuring that CoPs are readily available to all TSS staff members
  • Ensuring members of the team adhere to the correct tea and lunch times
  • After hour assistance: While weekend work is not required by this role, if other staff need assistance after hours, then the TSS supervisor is the first-Tier support for these issues
  • Technician assistance:
  • Identify areas where excessive technician requests are coming in and engage with management to find a way around these if possible
  • Manage the testing of the Website / ERP on a weekly basis by TSS
  • This includes but is not limited to:
  • Putting together a testing schedule so different aspects of the website are tested
  • Ensuring the team are doing daily tests on the company website and ERP: Check that reports are running and returning valid data
  • Check that features are working correctly
  • Escalating any issues found by logging the issues in the incident management portal.
  • Retesting any issues that occurred that are deemed to have been fixed
  • Assist with analysing data and reporting: This could be for assessing trends on things such as (not exhaustive):
  • Hijackings / Thefts
  • Poor Fitments by field technicians
  • Identifying incorrect repairs that have been validated
  • Functionality / behaviour of new test units in the field
  • Conduct quality control audits on all technical repairs / new installations using the ERP system
  • Attend meetings with your Manager, when required.
  • Obtain a strong understanding of how the company systems work together so you are better able to assist with more complex queries
  • Understand which areas of responsibility sit with which department internally at the company so you can facilitate quick turn arounds for customer queries
Salary: R negotiable dependent on experience

Join us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below.

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