Web and ERP Technical Support Team Lead

Do you have 3 years of proven experience as a Tier-1 Technical Support Team Leader, resolving Web and ERP related challenges? A CompTIA A+ certificate, or higher qualification is essential.Our client in Gillitts, KZN, requires a self-managed person to remotely assist the company's Field Technicians in resolving technical issues.This is a fast-paced environment where you will add value in technical support and provide feedback on how and where product performance can be developed.

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 company’s standards and requirements
• Excellent telephone and e-mail etiquette as per the company’s 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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Because we specialise in Companies, not specific industries, our focus is your company’s individual CULTURE and DYNAMICS . We are a Cape Town based boutique recruitment agency, who have been running for 14 years and can, collectively, offer well over 70 years of experience to our clients. We believe each of our clients deserves our time to research and collate all relevant data around their company in order for us to present the best candidates. We do not simply send through a CV.

We ensure the MATCHING has been done to a “T”, which includes your COMPANY and CULTURE requirements, so you only receive the best and we save your TIME !

How do we deliver positive results saving you TIME?

• A unique take-on process, eliminating TIME wasting for all parties concerned.
• Solution driven, for when problems occur.
• Experts in screening all the resumes that cross our path, ensuring we find the perfect MATCH .
• Hands-on, from interview process, placement and beyond, making sure that solid relationships are cemented.
• Continually keeping abreast of South Africa’s stringent Labour Laws.

Why should you be going through the painstaking process of sifting through a mountain of CV’s?

Your focus needs to be on your job function, most times you end up just recruiting someone out of pure frustration, exhaustion and desperation.

It is vitally important not to rush a recruitment process .

Our service TURN AROUND TIME is our success factor.