Technical Support Lead

2 months ago

Port Elizabeth, Eastern Cape, South Africa Top Vitae Full time

The role of the Technical Support Lead at Top Vitae is to oversee the day-to-day maintenance and support of our Operations Applications suite. This involves monitoring the suite's performance, resolving complex issues, and assisting in the training of new team members.

Key Responsibilities:

  • Support and Maintenance: Ensure the smooth operation of applications within the scope of the position.
  • Process Compliance: Adhere to standard processes and procedures documentation.
  • Problem Resolution: Diagnose and analyze problems in a timely and professional manner.
  • Availability and Performance: Monitor production application components to ensure high availability and meet or exceed client expectations.
  • Collaboration with Development Teams: Contact development teams to assist in incident resolution related to system alerts.
  • Relationship Building: Maintain relationships with key strategic partners and customers.
  • Process Improvement: Identify opportunities for process, systems, and application improvements in a dynamic environment.
  • Software Development Lifecycle: Possess general knowledge of the software development lifecycle.
  • Initiative and Judgment: Demonstrate a high degree of initiative, mature judgment, and discretion.
  • Communication and Organization: Exhibit good communication and organizational skills.
  • Research and Presentation: Conduct and direct research into IT issues and products as required, and present ideas in business-friendly and user-friendly language.
  • Reporting: Provide accurate monthly reports in a timely manner to Management.
  • System Efficiency: Become efficient in the use, workflow, and capabilities of the system used for support.

Qualifications:

  • Relevant Qualification or Experience: Possess relevant qualification or related experience.
  • Code Understanding: Have an understanding of or the ability to read and debug code.
  • Message Formats: Have an understanding of different message formats.
  • Customer Support: Possess customer support experience.
  • Communication Skills: Exhibit excellent written and communication skills.
  • Interpersonal Skills: Possess excellent interpersonal skills.
  • Mathematical Calculations: Be able to perform general mathematical calculations for creating business cases, budgets, and so on.
  • Self-Motivation: Demonstrate high self-motivation and direction.
  • Attention to Detail: Possess detail-oriented skills.
  • Problem-Solving: Focus on solution, with proven analytical, evaluative, and problem-solving abilities.
  • Pressure Management: Be able to work under pressure, effectively prioritizing and executing tasks in a high-pressure environment.
  • Customer Service: Exhibit exceptional customer service focus.
  • Teamwork: Be a team player, with extensive experience working in a team-oriented, collaborative environment.
  • Technical Skills: Possess C#, .NET, and MS SQL skills, which are advantageous.

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