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
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