Technical Support Specialist: Cloud
4 days ago
Job Purpose
To support role, the support specialist will be required to assist resellers with onboarding process, console training, first line support, POC/demo, product knowledge and account creations.
Responsibilities
Technical Support- Assist resellers and internal team with technical queries relating to product and basic set up
- Provide first line support on all brands in the Mustek cloud & software portfolio
- Onboard resellers to various vendor's program and consoles
- Ensure that common issues and resolutions are communicated with the software/cloud team regularly
- Aid resellers in migrations and deployments
- Manage support tickets
- Vendor console management
- Maintain and build trusted relationships with vendors, cloud team & sales
- Providing an SLA for internal and external queries in terms of responding to email and telephone calls on time.
- Communicate professionally within all areas of the company
- Keep up to date with vendor roadmaps and changes, specifically in relation to key vendors from the cloud & software portfolio
- Maintain a sound level of knowledge on public cloud technologies
- Develop and maintain a deep level of understanding with regards to vendor licensing
- Ensure that you are always up to date with regards to changes in Microsoft's operations procedures and tools relevant to job functions
- Keep certification up to date for relevant cloud & software vendors within the cloud & software portfolio
- Write detailed and effective reports highlighting issues, escalate issues to management in a timeous manner
- Assist in general administrative tasks as required.
- Ensure and maintain proper record keeping and filing
- Provide quotations to resellers
- Call downs to reseller base to drive sales priorities
- Ensure that CRM systems are adequately updated as required, based on interactions with customers
- Assist in quotations on renewals and recurring billings to ensure that they land on time
- Act as the backup for the software operations as required. These duties include, but are not limited to:
- Processing of orders on vendor systems and tools
- Processing of purchase orders and invoices orders on CRM systems and tools
Qualification and Experience:
- Minimum requirement Matric
- Microsoft 365 Certified: Fundamentals Certification
- Microsoft Certified Solutions Expert (MCSE) Certification
- Microsoft Certified Azure Fundamentals
- 1+ years' experience in technical support environment
- Windows Server 2012 r2 to Windows Server 2019 upgrade
- Exchange online migration
- Cloud deployment and maintenance
Skills And Knowledge
- Computer knowledge, specifically MS office applications
- Adequate knowledge of budgeting, sales principles, etc.
- ICT industry knowledge
- Establishing sales lead, building and maintaining customer/stakeholder relationships
- Excellent motivational skills
- Excellent organisational skills
- Sound written and verbal communication skills
- Networking skills
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