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 companys standards and requirementsExcellent telephone and e-mail etiquette as per the companys 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 members DUTIESTroubleshoot 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 queries Salary: R negotiable dependent on experience Join us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below.