IT Support Technician

2 months ago


Midrand, South Africa Sanlam Full time

**Who are we?**

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.
We give them products, services, and solutions that enable them to live and enjoy life on their own terms - in their own way.

Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

**What will you do?**
- This role involves being a member of a team responsible for the overall support/administration/development of the Genesys PureConnect and PureCloud Customer Interaction
and Voice/Text Analytics platform, a business-critical tool within the IT Infrastructure, ensuring its contribution to the overall efficiency and productivity of the Business Environment.**Qualification**
- Matric/Grade 12/NQF 4
- Degree IT/Development related an advantage
- IP Telephony related Qualification an Advantage
- SQL related qualification an Advantage
- Genesys Qualification would be an Advantage

**Minimum Experience**
- Experience in an IT support/SysAdmin related role an advantage (2 years)
- Experience with Telephony/Business Workflow systems role an advantage
- Experience in Genesys PureConnect would be an advantage.
- Experience in Genesys PureCloud would be an advantage.
- Working knowledge of VOIP/SIP
- Working knowledge of Microsoft SQL Server/IIS Web Services/APIs
- Working knowledge of Windows operating systems (Windows 10, 11, Windows Server, SQL)
- Working knowledge of Network Infrastructure / TCP / IP Tools
- Working knowledge of Domain, Exchange, Active Directory
- Excellent knowledge of Microsoft Office 365

**Deliverables include, but will not be limited to**
- Support
- Daily System tests rotated between team members.
- User and Application Support, troubleshooting and resolution.
- Escalation and tracking of bugs/issues to internal teams and service providers.
- Monitoring of dialer activity, lead volumes and status on all platforms.
- Afterhours support rotated between team members.
- Maintenance
- Daily User/Workgroup/Profile administration on all platforms.
- System performance management.
- System Switchover and maintenance fortnightly, rotated between team.
- Configuring dialer campaigns.
- Maintaining dialer data tables.
- Support the immediate team and other MiWay support teams toward achieving system stability.

**Competencies Required**
- Accountable
- Analytical with extreme attention to detail
- Able to work under pressure
- Independent logical thinker
- Excellent problem solving capabilities
- Willingness to learn
- Able to work flexible hours
- Excellent Administrative skills
- Excellent attendance record and timekeeping
- Excellent communication skills
- Self-disciplined
- Self-motivated
- Standby Availability

**Knowledge and Skills**
- Problem Tracking Tools- Computer Installation- Compliance Monitoring- Computer Operations Knowledge- Information Reporting**Personal Attributes**
- Interpersonal savvy - Contributing independently- Decision quality - Contributing independently- Action orientated - Contributing independently- Optimises work processes - Contributing independently**Core Competencies**
- Being resilient - Contributing independently- Collaborates - Contributing independently- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Drives results - Contributing independently**Turnaround time**Our commitment to transformation**

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.



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