Support Specialist

Support Specialist

Job Title: Support Specialist
Location: Western Cape
Salary: 0.00
Reference: JN -042017-8260
Job Published: July 06, 2017 11:24

Job Description

Department: Support Reporting to: Support Manager (Must be from the payment industry)

Job description: The successful candidate will be responsible for providing accurate and courteous third-level technical and product support to all  clients on all TeP solution suites. This will require the candidate to become a TeP subject matter expert. The successful candidate needs to have a passion for problem solving. The candidate will be expected to build and maintain good, professional relationships with all  clients, requiring him or her to have good communication skills. The candidate will be required to effectively and efficiently escalate product issues for problem resolution interdepartmentally as well intra-departmentally, emphasising the need for good communication skills and teamwork.

Annual salary (CTC): Remuneration negotiable, based on qualification and experience Minimum education required: A relevant tertiary qualification – BSc in Computer Science, Diploma in IT or a related field. Certifications such as MCSE are also acceptable. Minimum experience required: 3 years of IT help desk and/or technical and product support experience is required. Key focus areas: Providing effective and efficient third-level support to all clients 

Primary responsibilities The primary responsibilities of a Support Specialist include:  Providing appropriate support on all solution suites of thee-Commerce Platform on clients' Production environments, based on the conditions of the client's Service Level Agreement  Capturing and processing statistics  Performing system health checks  Escalation of reported issues to appropriate stakeholders, and following up on them  Writing of incident reports  Maintaining a knowledge base of lessons learnt during issue investigation and resolution  Staying up to date with all TeP software updates, changes and releases  Proficiency in in TeP commissioning and upgrade principles  Effective usage of the Issue Tracking System  Maintaining the Client Registry  Providing after-hours client support where and when required  Daily customer engagement

Desired skills and experience The following areas of expertise would be advantageous in this role:  Experience with writing SQL queries  Strong analytical, methodical and troubleshooting skills  A strong willingness to learn  A high level of persuasiveness and credibility  An analytical approach to problem-solving  Ability to work well within a team  Excellent written and spoken communication skills  Experience with platform and operating system architecture  Basic understanding of IT networks, firewalls and network routing  Operational security awareness  Ability to perform operating system and software installations  Knowledge of IT service management practices such as ITIL  Knowledge of Windows and Linux operating systems  Knowledge of databases and Microsoft SQL Server  Knowledge of the Oracle Java Runtime Environment  Experience with both Web applications and client-server applications  Exposure to the ISO 8583 payment protocol  Knowledge of common protocols and standards such as HTML, XML, CSS, TCP/IP, RDP, VPN, SSL/TLS and FTP

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