Senior Support Analyst

1 month ago

Johannesburg, South Africa Kerridge Commercial Systems Full time

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

inspHire is a market leader in the development and provision of rental industry ERP software Senior Analyst role provides 1st and 2nd line software application supportWorking in a global team supporting inspHire products Communicating via multiple media – phone, e-mail, chatCreating documentation and delivering customer and staff training where requiredHybrid role – 50% office based (day shift), 50% home based (night shift), potential for limited travel to customer sitesCovering support hours on both day and night shifts on a rota basis

Key Responsibilities:

Your responsibilities include but are not exclusive to: Deliver a first-class service to our customersAnswer questions and troubleshoot issues quickly and efficiently.Provision of high-quality updates to customers on a regular basis.Correctly set the customers’ expectations.Deliver on promisesProvide training to members of the team to maintain standardsEnsure all cases are progressed in line with InspHire SLA’sTake personal responsibility for own tickets and ensure all parties are kept updatedCase Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team Team Working, acting as technical lead in department, manage continuous improvement activities/projectsproactively share knowledgehelp during times of leave/absenceLeading by example, always display a positive and can-do attitude – advocate of companyProactively design and implement solutions to improve customer experienceMentor and provide feedback on team members, ensuring quality levels are maintainedBe curious to change, evolve and develop in ways that help us better serve our customers.

 Skills, Knowledge and Experience:

Essential

Significant experience in a similar application support role, preferably for a complex ERP systemStrong investigation skills into complex application and data issuesProviding root cause analysis of technical faults to customer and/or development teamsDemonstrable experience in a similar IT support role, including:Strong MS SQL Server database experience:writing and running traces/scriptsperformance analysistriaging data anomaliesExperience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)Experience and knowledge of:LAN/WAN networkingGeneral networking concepts (TCP/IP, DNS)Always display a “customer first" attitudeAbility to work under pressure in a fast-paced environmentExcellent communication skills, both written and verbal, to convey technical information in a clear and concise mannerAbility to troubleshoot and strive for first time resolution of issues.Consistently produce high quality and detailed work

Desirable

Knowledge of Crystal ReportsKnowledge of Sage Accounting SolutionsAppreciation for all products and services in the inspHire offeringExperience and knowledge of:Virtualisation technologies

Cloud (MS Azure) technologies

Company Info

inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry – wherever they are in the world.

 With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products. 

 Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work. 

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

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