Associate System Support EngineerApply locations: Kenilworth - Cape Town
Time type: Full time
Posted on: Posted Yesterday
Time left to apply: End Date: November 30, 2024 (9 days left to apply)
Job requisition id: JR102389
It's fun to work in a company where people truly BELIEVE in what they're doing!
System support within the I&T Frontline (POS) Team, performing various entry-level duties such as monitoring of the POS estate and resolving technical queries regarding the different applications relating to the POS system. This includes management and resolution of assigned call types known as incidents, problems, known errors, service requests, and project items within agreed SLAs to keep productivity and availability of the POS estate at optimum.
Minimum Requirements
IT diploma/certification
1 year experience in system support
Computer literate: MS Office
Exposure to an IT customer service environment
Understanding of IT Infrastructure, POS systems, and general store processes (e.g. cashier, supervisor, back office reporting) is advantageous
POS Systems
Operating systems
Retail store processes
Nagios
ITIL
Competencies People OrientationAttention to detailPatienceTeam PlayerAbsorb Pressure positivelyProblem solving abilityCustomer ServiceInterpersonal skillsCommunication Skills, analytical and presentation skillsResponsibilities Monitoring of the POS estateMonitor the status of the various POS equipment in the PnP estate and report/resolve all issues/defects found within agreed timelinesProactively report any incident trends or risk factors occurring in the estate to mitigate themIncident management - attend to all incidents which are assigned to the team and resolve them within SLAReduce call volumes by improving and streamlining processesCommunicate promptly and clearly to all stakeholders relating to the incidentCustomer service approach with courtesy follow-up communicationsAttention to detail in incident updates and actions carried outReach daily target regarding incident closure volumesKnowledge Management & TransferDocument training material and share with team members in order to upskill and create awarenessStay abreast of any new developments and current knowledge base within the teamShare ideas and communicate any new incidents that would potentially have high impact to the team in regularly scheduled meetingsUpskill yourself and team members about the systems and applications pertaining to your area and beyondVendor InteractionsMaintain good vendor relationshipsEnsure that vendors are attending to incidents timeously and follow up often in order to resolve them efficientlyClosing date: 29 November 2024 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Discover who we are
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