Application Support Technician
2 weeks ago
**DAILY RESPONSIBILITIES**
**Implementation**
- Technically implement iManage and Co-flo software
- Quality assurance on implemented solutions
- Technical consultation to the projects team and client
- Documentation of technical solutions and documentation for implementations
- Implement annual upgrades on environments
**Helpdesk Support**
- Provide 2nd line iManage and Co-Flo support to customers
- Manage tickets assigned in the Support System to ensure timeous responses
- Lodge unresolved concerns with iManage and follow up till resolution
- Follow up with customers to ensure issue has been resolved
- Work closely with the management of the business to ensure swift escalation of client issues where appropriate
- Research and identify solutions to client technical problems
**Teaming and Communication Skills**
- Work in a team
- Communicate Successfully
- Recognise when to ask for assistance
- Deliver Progress Updates
- Participate in scrum meetings
- Providing feedback to projects on tasks
**COMPETENCIES REQUIRED**
- **Analytical and Critical Thinking Ability**: Ability to gather sufficient data to understand a problem, to look at a situation from different perspectives, to be able to break a problem into smaller components, and to look for underlying causes or thinks through the consequences of different courses of action
- **Relationship and Alliance Building Skills / Social Intelligence**: Ability to skilfully use interpersonal
- and networking skills in order to develop a sound relationship / alliance and cooperate with key stakeholders inside / outside the organisation and maintain such a relationship over time towards the achievement of objectives. Navigating complex social and political situations effectively
- **Verbal, Non
- Verbal and Written Communication Skills**: Ability to effectively interact with individual / group, using appropriate verbal-, non-verbal
- or written communication on the required level, and sending out / receiving a clear message in the intended way
- **Achievement Orientation and Initiative**: To be results oriented, to take action without direction of others and without being monitored, to concentrate / focus on the task at hand, to display the necessary effort during a particular task, and to follow through energetically and with determination in order to improve performance and achieve success
- **Time Management**: To effectively plan / schedule, coordinate and execute own program and work in accordance with business priorities
**REQUIREMENTS**
- 8 - 10 years’ experience
- Basic Java coding (advantageous)
- Diploma / Degree
- Azure knowledge (advantageous)
- Proven ability of networking concepts and configuration, with the ability to troubleshoot the system, connectivity issues
- A working knowledge of SQL database technologies
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