Job Purpose:
To provide front line support to operations as a bridge between core ITdepartment functions and the needs of business. This will require anintimate knowledge of bespoke systems and be the custodian of aknowledge base to streamline problem resolution.
Duties and Key Areas of Responsibility:
Main Duties:
- Undertake operational IT support tasks as directed by Line Manager.
- Receiving, logging and management of incidents applicable to front-line support.
- Triage and resolution of incidents.
- Appropriate escalation of issues to the Back-line support team or the on-call engineer.
-
Ownership of customer issues and follow up the status of issues on behalf of the customer and communicate progress in a timely manner.
-
Ensure customer Service Level Agreements (SLAs) are met.
- To maintain a high degree of availability and presence of mind under pressure.
- Investigate system or data anomalies to pin-point source operational systems issues.
- Maintain a knowledge base to assist with continual improvement of problem resolution timelines.
- Provide stand-by assistance after hours as is dictated by the afterhours support schedule.
- Provide support and input into both the development/design and prioritising according to ROI of all new software and hardware development by the IT Manager as required for both new and existing products and services/integration.
- Monitor, manage and ensure utilisation, care and uptime of all software and hardware within your function of responsibility.
Qualifications:
- Matric
- Applicable degree/diploma in Computer Science, Information Technology, or equivalent or studying towards one
- Additional applicable certifications will be advantageous
- SQL and read C# code
Work Experience & Skills:
- Customer service/support experience in a similar role.
- Experience of Microsoft Windows and Linux operating systems.
- Desirable Experience of call logging systems.
- A self-motivated achiever who gains satisfaction from providing excellent customer service.
- Demonstrated effectiveness in all the areas outlined in the roles and responsibilities.
Personal & Behavioural Traits:
- Integrity and Honesty is non-negotiable.
- Reliability and dependability.
- Customer service focus.
- Good interpersonal and communication skills.
- Strong work ethic.
- Fast learner.
Desired Skills:
- SQL
- C#
- Microsoft Windows
- Linux Operating Systems
- Call Logging Systems
Desired Work Experience:
- 2 to 5 years
Desired Qualification Level:
- Degree
About The Employer:
A cross border Company in the logistics and transport industries. With continuous innovation in the latest technology and trusted relationships built over more than 14 years across over 12 countries.