Do you have 3 years of proven experience as a Tier-1 Technical Support Team Leader, resolving Web and ERP related challenges? A CompTIA A+ certificate, or higher qualification is essential.Our client in Gillitts, KZN, requires a self-managed person to remotely assist the company's Field Technicians in resolving technical issues.This is a fast-paced environment where you will add value in technical support and provide feedback on how and where product performance can be developed. REQUIREMENTSGrade 12, relevant qualification highly advantageousStrong management skills with a minimum of 3 years previous experience Understanding of Computer Studies, minimum A+Basic database understanding: MySQLProficient in Excel to assist with generating reportsMotivated, passionate and enthusiastic individual who is willing to learnExcellent command of the English language as per the company's standards and requirementsExcellent telephone and e-mail etiquette as per the company's standards and requirementsExcellent attention to detail, strong administration skills, and impeccable time managementAbility to process system flows and report back on issuesAbility to logically process system flows and report back on issuesHotline management for customer queries (during working hours)Understanding of IT systems to be able to audit software/product servicesAbility to compile summary reports from existing reportsBe self-driven and have a good work ethicWillingness to put in extra hours when requiredBe able to work as part of a teamDemonstrate good time managementBe able to co-ordinate with in a teamAbility to motivate team membersHave experience with training and upskilling team membersDUTIESTroubleshoot and resolve technical problems that the onsite field technicians reportSkill up in the following areas: Basic ITC understanding ?A+ / N+Ensure TSS daily critical tasks are met by the TSS team. If the tasks are not going to be met, ensure your direct managers are notified in a timeous mannerIdentify why the critical tasks are not being met and engage with your manager to resolve issues identifiedSend through a daily report for critical tasks to direct managersEnsure the TSS department maintains good levels of service delivery to the rest of the company. This includes but is not limited to: ?Identifying areas where staff may be lacking in required skillsEnsuring that CoPs are readily available to all TSS staff membersEnsuring members of the team adhere to the correct tea and lunch timesAfter hour assistance: While weekend work is not required by this role, if other staff need assistance after hours, then the TSS supervisor is the first-Tier support for these issuesTechnician assistance:Identify areas where excessive technician requests are coming in and engage with management to find a way around these if possibleManage the testing of the Website / ERP on a weekly basis by TSSThis includes but is not limited to:Putting together a testing schedule so different aspects of the website are testedEnsuring the team are doing daily tests on the company website and ERP: Check that reports are running and returning valid dataCheck that features are working correctlyEscalating any issues found by logging the issues in the incident management portal.Retesting any issues that occurred that are deemed to have been fixedAssist with analysing data and reporting: This could be for assessing trends on things such as (not exhaustive):Hijackings / TheftsPoor Fitments by field techniciansIdentifying incorrect repairs that have been validatedFunctionality / behaviour of new test units in the fieldConduct quality control audits on all technical repairs / new installations using the ERP systemAttend meetings with your Manager, when required.Obtain a strong understanding of how the company systems work together so you are better able to assist with more complex queriesUnderstand which areas of responsibility sit with which department internally at the company so you can facilitate quick turn arounds for customer queriesSalary: R negotiable dependent on experienceJoin us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below. Follow us on Facebook Follow us on LinkedIn Visit our Website Because we specialise in Companies, not specific industries, our focus is your company's individual CULTURE and DYNAMICS . We are a Cape Town based boutique recruitment agency, who have been running for 14 years and can, collectively, offer well over 70 years of experience to our clients. We believe each of our clients deserves our time to research and collate all relevant data around their company in order for us to present the best candidates. We do not simply send through a CV. We ensure the MATCHING has been done to a "T", which includes your COMPANY and CULTURE requirements, so you only receive the best and we save your TIME ! How do we deliver positive results saving you TIME? A unique take-on process, eliminating TIME wasting for all parties concerned. Solution driven, for when problems occur. Experts in screening all the resumes that cross our path, ensuring we find the perfect MATCH . Hands-on, from interview process, placement and beyond, making sure that solid relationships are cemented. Continually keeping abreast of South Africa's stringent Labour Laws. Why should you be going through the painstaking process of sifting through a mountain of CV's? Your focus needs to be on your job function, most times you end up just recruiting someone out of pure frustration, exhaustion and desperation. It is vitally important not to rush a recruitment process . Our service TURN AROUND TIME is our success factor.
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