User Support Technician/specialist

4 days ago

Centurion, South Africa Munsoft Full time

The User Support Technician/Specialist is a key member of the operations team, with particular focus on the first line of technical support and data component of the Munsoft FMS software. This person will work closely with the FMS Technical Support, Project Team and Development to help resolve FMS related incidents and ensure quality of service delivery. This position requires accounting software knowledge, understanding of the accounting framework governing the Municipalities, mSCOA knowledge, attention to detail, problem solving skills, positive professional attitude, and ability to work in a team environment.

**Duties and Responsibilities**:
User Support Technician/Specialist position requirements/duties are as follows:

- Understand and provide a resolution for incidents logged by clients (internal and external) remotely and/or on-site (if required).
- Assess requests (enhancements) logged by clients to determine whether a workaround exists within the FMS system prior to escalating the requests to Technical and Development
- Follow up with Technical and Development on incidents/requests that have been escalated.
- Comply with the turnaround times in the Service Level Agreement (SLA)
- Ensure that the client is always kept abreast of the progress of the incidents.
- Review the incidents/requests solutions by Technical and Development and communicate the solution with the client accordingly.
- Execute various SQL scripts and Linux commands where required (User Support Specialist).
- Effective and efficient communication within the FMS Support team to reduce the same issue being escalated repetitively.
- Identify improvement areas and engage with team leader as User Support Technician and Technical and Development as User Support Specialist.
- Liaise regularly with Support and other departments on key focus and emerging areas such as Migration, NT uploads, Spatial etc (User Support Specialist).
- Collaborate on various enhancement specifications (Super Support Specialist).
- Consistently evaluate program performance and make corrective recommendation.
- Involved conversions or implementation of FMS for existing and new clients as part of project team or within FMS Support Services.
- Attend training scheduled by Training Department/FMS Support Services or as required.
- Adapt to adhoc duties as prescribed by the FMS Support Manager.
- Travelling if required as determined by the FMS Support Manager.

**Qualifications**:
The User Support Technician/Specialist position requires the following qualifications
- Relevant Tertiary qualification
- Strong proficiency in Microsoft Office suite especially Excel
- Basic to advanced proficiency in Oracle scrips/statements.
- Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
- Accounting knowledge and experience will be beneficial
- Accounting software experience is recommended
- Excellent communication and organisational skills
- Ability to manage time effectively, set priorities and meet deadlines

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