IT Systems Support

SUMMARY:
Our client, a fast-moving and dynamic company, currently seeks an IT Systems Support person who will be responsible for providing first line support and user support while project managing the implementation of new applications from the Head Office.

POSITION INFO:

Minimum Job Requirements:

• Matric.
• MCSE or similar qualification.
• Min 5 years professional experience.
• Knowledge on Office 365, ERP and Power BI essential.
• Knowledge of Business Central.
• Good knowledge and experience with user application support.
• Excellent problem-solving experience required.

Key Performance Areas:

• Support users with Office365 application issues.
• Monitor the ticketing system for Office365 application issues.
• Troubleshoot and resolve Office365 application issues reported by users.
• Investigate user requirements and authorise application access.
• Monitor for users requests for higher license levels or new Office365 applications.
• Investigate and determine the appropriate software or license.
• Build and deploy BI solutions.
• Maintain and support data analytics platforms.
• Evaluate and improve existing BI systems.
• Develop and execute database queries and conduct analyse.
• Create and document standards, FAQ’s, wikis and other help material.
• Prepare and maintain help material for user, in the form of FAQ’s, Wikis and the like.
• Create and document standards in the Office365 application space.
• Assist with help desk and first line technical staff to field basic queries and troubleshoot simple issues related to Office365 applications.
• Create quick reference guides to support the training reporting.
• Keep management informed on workload and progress via a weekly report.
• Timeous escalation of critical issues to management.
• Allocate tasks to the Developers and manage their deliverables during stand-ups as per sprint planning.
• Assist industry vendors and clients during test efforts to drive success of the project.
• Conduct Unit and Performance testing.
• Address all audit findings and ensure corrective action is being taken. Provide regular status updates on these, as required.
• Identify and prioritize key risks based on urgency. Interpret business requirement and translate into system design. 
• Ensure secure development of well-designed and efficient applications as per the user stories and ensuring the acceptance criteria are met.
• Ensure system documentation is kept up to date during the sprint cycles.
• Seek to continuously improve coding standards, architecture and testing processes.
• Co-ordinate with other Managers and line functions to ensure highest level of software quality.
• Ensure timely delivery of the different development milestones as per sprint planning.
• Prepare, deliver and present the development report with metrics showing code quality (coverage, reliability, security, etc.).
• Plan, organize and control own work effort, including regular progress feedback to own and other relevant areas.

Competencies:

• Strong influential skills.
• Ability to interact with senior management.
• Responsive with queries.
• Ability to comfortably work with Executive team.
• Business savvy.
• Customer service orientated.
• Good command of English.

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