REQUIREMENTS Grade 12, relevant qualification highly advantageous Strong management skills with a minimum of 3 years previous experience Understanding of Computer Studies, minimum A Basic database understanding: MySQL Proficient in Excel to assist with generating reports Motivated, passionate and enthusiastic individual who is willing to learn Excellent command of the English language as per the companys standards and requirements Excellent telephone and e-mail etiquette as per the companys standards and requirements Excellent attention to detail, strong administration skills, and impeccable time management Ability to process system flows and report back on issues Ability to logically process system flows and report back on issues Hotline management for customer queries (during working hours) Understanding of IT systems to be able to audit software/product services Ability to compile summary reports from existing reports Be self-driven and have a good work ethic Willingness to put in extra hours when required Be able to work as part of a team Demonstrate good time management Be able to co-ordinate with in a team Ability to motivate team members Have experience with training and upskilling team members DUTIES Troubleshoot and resolve technical problems that the onsite field technicians report Skill 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 manner Identify why the critical tasks are not being met and engage with your manager to resolve issues identified Send through a daily report for critical tasks to direct managers Ensure 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 skills Ensuring that CoPs are readily available to all TSS staff members Ensuring members of the team adhere to the correct tea and lunch times After 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 issues Technician assistance: Identify areas where excessive technician requests are coming in and engage with management to find a way around these if possible Manage the testing of the Website / ERP on a weekly basis by TSS This includes but is not limited to: Putting together a testing schedule so different aspects of the website are tested Ensuring the team are doing daily tests on the company website and ERP: Check that reports are running and returning valid data Check that features are working correctly Escalating any issues found by logging the issues in the incident management portal. Retesting any issues that occurred that are deemed to have been fixed Assist with analysing data and reporting: This could be for assessing trends on things such as (not exhaustive): Hijackings / Thefts Poor Fitments by field technicians Identifying incorrect repairs that have been validated Functionality / behaviour of new test units in the field Conduct quality control audits on all technical repairs / new installations using the ERP system Attend 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 queries Understand 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. Follow us on Facebook Follow us on LinkedIn Visit our Website
