Job Description

Functional Duties and Responsibilities

Provide responsive and courteous technical and system support to end-users via various channels, including phone, email, chat, or in-person Efficient issue and problem resolution - diagnose and resolve system and sub-system related issues reported by users Reset user passwords, unlock accounts, and manage user access and licenses based on organisational policies Assist users with using and troubleshooting the system and related processes in order to self-troubleshoot and resolve issues Offer remote assistance to users who are not physically present, using remote support tools to diagnose and resolve issues Ensure that users follow security protocols, such as using strong passwords and being cautious about phishing emails and other security concerns Perform UAT, as directed, to ensure changes are thoroughly tested and signed off before deployed to production Utilise monitoring tools to proactively identify and address potential issues, ensuring high system availability, capacity and performance Diligently and accurately perform proactive system maintenance, administrative, and reporting tasks Highlight opportunities to automate routine tasks and processes to improve efficiency and reduce manual intervention Maintain accurate records of user issues, resolutions, and support activities, ensuring a comprehensive knowledge base Provide training to users on new system features and enhancements, best practices, internal protocols, and tools to enhance their technical understanding and operating skills Maintain comprehensive documentation of system configurations, procedures, and troubleshooting steps for reference and knowledge sharing Create, manage, and track support tickets using a ticketing system to ensure timely and efficient issue resolution Communicate effectively with users and other stakeholders, providing status updates and information about issue resolution progress Report and escalate service outages, anomalies, risks, vulnerabilities, mistakes, and service dissatisfaction Stay updated on the system, its sub-systems and features, latest technologies, tools, and trends in the IT field to provide better support and insights to users

Qualifications / Certificates

National Matric Certificate: Grade 12 Basic XML, Python or JS Basic SQL/Postgres Odoo Certification V15/V16 ITIL V4

Work Experience

2 - 4 years practical experience as a Systems Support Analyst Application Support Analyst or similar
Job Type: Full-time

Work Location: In person