About the Position

Provide second level support on applications utilised by Value user base. Maintenance, enhancements and consultation of business applications.

Key Responsibilities and Duties:

• Provide second level support as escalated by the Service Desk.
• Investigate and resolve user problems.
• Identify and implement improved methods of rendering support.
• Provide standby support on critical issues only.
• Liaise with other members of the IT department when troubleshooting problems.
• Investigate and analyse business needs and provide solutions.
• Investigate, recommend and install new applications.
• Maintain confidentiality with regards to the information being processed, stored or accessed.
• Document and escalate programming problems.
• Handle project tasks.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Understand, enforce and adhere to company and departmental standards.
• Ensure that all calls are logged on the call logging system.
• Arrange for external technical support where problems cannot be resolved in house.
• Analyse user project proposals to include identifying potential problem areas and recommend optimum approaches for project path.
• Participate in the development, implementation, installation, and testing of applications software.
• Participate in the development of training materials and assist in conducting training and workshops in parallel processing.
• Assist external customers with support requirements.
• Monitor and manage applications, check applications, manage error logs.
• Identify and fix recurring server issues together with infrastructure.
• Identify and implement alerts where necessary, action alerts.
• Incident management, calls resolved timeously, no repeat calls.
• Continuous improvement, user training of new solutions, proactive measures, site visits
• Specialist focus area, training within the department and of new solutions, testing of new solutions, knowledge retention, knowledge transfer within the department and knowledge of different interfaces and business units.
• Maintain professional conduct.
• Assist in relevant operations/operational functions as required.
• Ensure dress code is in accordance with company Standard Operating Procedures.
• Maintain housekeeping standards on a daily basis.
• Ensure standards of Health and Safety are maintained.

Minimum Requirements:

• Matric.
• Good technical background of hardware and software.
• Experience in an IT environment for a minimum of 5 years.
• Experience with system solution design, documentation and training.
• Formal SQL server qualification.
• Experience with custom integrations.
• Experience of using call logging software.
• Technical support.
• WMS Experience.
• TMS Experience.

SKILLS REQUIRED:
Can utilise applicable hardware and software e.g. Freightware, ISAStore, Oracle and SQL within the organisation.

PERSONAL ATTRIBUTES:

• Innovation.
• Team Player.
• Attention to detail.
• Sense of urgency.
• Committed.

KNOWLEDGE:

• Basic knowledge of Visual Studio.
• Basic Oracle knowledge is advantageous.
• Basic logistics knowledge is advantageous.
• Knowledge of application that has been assigned.

Desired Skills

Desired Work Experience

Desired Qualification Accreditation