At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.
Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.
Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.
This role involves being a member of a team responsible for the overall support, administration, and development of the Genesys PureConnect and PureCloud Customer Interaction and Voice/Text Analytics platform, a business-critical tool within the IT Infrastructure, ensuring its contribution to the overall efficiency and productivity of the Business Environment.
QualificationMatric/Grade 12/NQF 4Degree IT/Development related an advantageIP Telephony related Qualification an AdvantageSQL related qualification an AdvantageGenesys Qualification would be an AdvantageExperience in an IT support/SysAdmin related role an advantage (2 years)Experience with Telephony/Business Workflow systems role an advantageExperience in Genesys PureConnect would be an advantage.Experience in Genesys PureCloud would be an advantage.Working knowledge of VOIP/SIPWorking knowledge of Microsoft SQL Server/IIS Web Services/APIsWorking knowledge of Windows operating systems (Windows 10, 11, Windows Server, SQL)Working knowledge of Network Infrastructure / TCP / IP ToolsWorking knowledge of Domain, Exchange, Active DirectoryExcellent knowledge of Microsoft Office 365Deliverables include, but will not be limited toSupportDaily System tests rotated between team members.User and Application Support, troubleshooting and resolution.Escalation and tracking of bugs/issues to internal teams and service providers.Monitoring of dialer activity, lead volumes and status on all platforms.Afterhours support rotated between team members.MaintenanceDaily User/Workgroup/Profile administration on all platforms.System performance management.System Switchover and maintenance fortnightly, rotated between team.Support the immediate team and other MiWay support teams toward achieving system stability.Testing new application version releases and facilitating upgrades.AccountableAnalytical with extreme attention to detailAble to work under pressureIndependent logical thinkerExcellent problem solving capabilitiesWillingness to learnAble to work flexible hoursExcellent attendance record and timekeepingSelf-motivatedStandby AvailabilityKnowledge and SkillsCompliance MonitoringComputer Operations KnowledgeInformation ReportingPersonal AttributesInterpersonal savvy - Contributing independentlyDecision quality - Contributing independentlyAction orientated - Contributing independentlyOptimises work processes - Contributing independentlyCore CompetenciesBeing resilient - Contributing independentlyCollaborates - Contributing independentlyCultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyTurnaround timeThe shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformationAt MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.
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