Technical Support Specialist

4 weeks ago

Johannesburg, Gauteng, South Africa Network Recruitment Full time
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team at Network Recruitment.

About the Role

This is an exciting opportunity for a motivated individual to work with our cutting-edge systems and provide top-notch support to our clients.

Responsibilities
  • Customer Issue Resolution: Our ideal candidate will take ownership of customer-reported issues, from diagnosis to resolution, ensuring issues are properly logged, tracked, and closed.
  • Preventative Maintenance: Proactive inspection, detection, and correction of potential system failures before they escalate into critical issues.
  • Incident Management: Analyze, troubleshoot, and resolve application and system issues. Follow escalation procedures to ensure timely resolution of unresolved issues.
  • Collaborative Problem-Solving: Work closely with internal teams to identify root causes of critical issues and contribute to root cause analysis documentation.
  • System Monitoring & Maintenance: Monitor systems and processes to ensure smooth operation. Identify and address gaps in system monitoring and alarm processes.
  • Knowledge Sharing: Regularly update the knowledge base with solutions and insights gained from issue resolution. Provide feedback and guidance to team members.
  • Service Deployment Support: Actively participate in the deployment of new services and products, ensuring smooth transitions and minimal disruptions to customers.
  • Standby Support: Provide critical support during scheduled standby shifts, including handling service-impacting incidents and performing production deployments.
  • Reporting & Documentation: Prepare accurate, timely reports as required, including month-end summaries, system updates, and maintenance activities.
  • Customer Interaction: Communicate professionally and courteously with customers, ensuring high levels of customer satisfaction and maintaining VAS-Xs reputation for excellent service.
  • Team Development: Assist with the training and mentoring of Junior Support Engineers, sharing your expertise and helping them grow in their roles.
Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

  • SQL Expertise: Strong knowledge of SQL, with the ability to query and retrieve data from Oracle databases. Experience with PL/SQL will be a significant advantage.

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