Software Application Support Agent

6 months ago


Pretoria, South Africa Pink Elephant Full time

KEY RESPONSIBILITIES:

- Have technical systems support experience.
- Diagnose and troubleshoot software issues to determine the root cause of problems.
- Deployments and releases experience.
- Identify trends in users’ issues.
- Provide regular updates to users on the status of their requests.
- Escalate complex issues to senior support personnel as needed.
- Document and track users’ issues and resolutions in a ticketing system (knowledgebase).
- Work closely with users and development team.

PREFERRED EXPERIENCE/QUALIFICATIONS:

- 3-5 Years Application Support experience (Microsoft IIS).
- Experience with database management and SQL.
- Understanding of network infrastructure and protocols.
- Familiarity with Agile and DevOps methodologies.

SOFTWARE APPLICATIONS INCLUDE:
GRMS
Client Portal
MSA/MSSI
Future Wealth
Future State
AIMS
K2
Claims Management
Fresh works -CRM and Desk
FSP
Application Scanning
Commissions

WORKING CONDITIONS:
The Application Support Agent work remotely. They may be required to work flexible hours, including evenings and weekends. The Application Support Agent may need to travel occasionally to the client Office when needed.
Working Hours: Monday to Friday 8:00 to 17:00

**Experience**:

- Application Support (Microsoft IIS): 4 years (required)
- Database management and SQL: 3 years (required)



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