Junior Support Technician

Recruiter:

ABC Worldwide

Job Ref:

CPT001403/CB

Date posted:

Friday, January 21, 2022

Location:

Johannesburg, South Africa

SUMMARY:
PURPOSE OF THE POSITION
The purpose of this position is to provide assistance, advice, problem solving and technical information to internal and external customers regarding the use of the iManage and Co-Flo software applications.

DAILY RESPONSIBILITIES
Provide iManage and Co-Flo technical support to internal and external clients. Application Support Technicians are members of the customer support team that troubleshoot iManage and Co-Flo applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.

JOB DESCRIPTION:

Primary Responsibilities

Provide 1st line iManage and Co-Flo telephonic and email support to customers.
Provide technical product knowledge and support on the iManage Document Management System and Co-Flo developed software for our rapidly expanding client base.
Have a solid knowledge of Co-Flo and be able to communicate with knowledge and confidence to clients about our products and how they have been implemented at their site.
Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures.
Ensure resolutions of tickets on the Support System and other calls assigned.
Ensure that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech.
Follow up with customers to ensure the issue has been resolved.
Work closely with the management of the business to ensure swift escalation of client issues where appropriate.
Research and identify solutions to client technical problems.
Perform and complete system health reports.
Work with the project team on implementation tasks.
Monitors, resolves and escalate iManage and Co-Flo server related active issues on N-Central.

Duties and Accountabilities

Report to and take direction from the Support Manager.
Ensure the call queue is managed efficiently and in a timely manner.
Respond to issues raised from clients promptly guided by SLA timelines.
Engage with our clients in a pleasant and courteous manner.
Display initiative in your role.
Provide technical training to the other members of the team on key application areas.
Document ticket solutions to build the knowledge library

Additional Responsibilities

Occasionally weekend or after-hours work may be required.
Respond to high priority calls out of hours if required.

Mandatory Qualifications

Matric
Microsoft Certifications
- Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101)
- MCSA: Windows Server 2012 - 2019
- Microsoft Azure Fundamental AZ-900
CompTIA +A
CompTIA N+

Preferred Qualifications

Degree or diploma in computer science
ITIL Foundations
iManage ICSE (Complete in first 6 months)
Microsoft Certified: Azure Administrator Associate (AZ-104)
Microsoft 365 Certified: Enterprise Administrator Expert (MS-100, MS-101)

Skills Required

Minimum of two years’ experience in an IT support/technician role
Experience with Microsoft Windows desktop operating systems and desktop software installation, troubleshooting, support & maintenance
Experience with Server operating systems and Server software installation, troubleshooting, support & maintenance
Experience with Microsoft 365 tenants & associated management & support
Networking knowledge of TCP/IP, DHCP, DNS, SNMP, SMTP, FTP, HTTP, HTTPS, ICMP
Ability to seek solutions to problems using one’s own resources

COMPETENCIES REQUIRED

Analytical and Critical Thinking Ability: Ability to gather sufficient data to understand a problem, to look at a situation from different perspectives, to be able to break a problem into smaller components, and to look for underlying causes or thinks through the consequences of different courses of action.
Relationship- and Alliance Building Skills / Social Intelligence: Ability to skilfully use interpersonal- and networking skills in order to develop a sound relationship / alliance and cooperate with key stakeholders inside / outside the organisation and maintain such a relationship over time towards the achievement of objectives. Navigating complex social and political situations effectively
Verbal, Non- Verbal and Written Communication Skills: Ability to effectively interact with individual / group, using appropriate verbal-, non-verbal- or written communication on the required level, and sending out / receiving a clear message in the intended way.
Conflict Management Skills: Ability to directly interact with affected parties applying interpersonal skills, in order to defuse anger, identify the root cause of the disagreement between two parties and to effectively resolve it in a constructive way to promote future cooperation
Achievement Orientation and Initiative: To be results oriented, to take action without direction of others and without being monitored, to concentrate / focus on the task at hand, to display the necessary effort during a particular task, and to follow through energetically and with determination in order to improve performance and achieve success.
Time Management: To effectively plan / schedule, coordinate and execute own program and work in accordance with business priorities

Should you wish to apply for this position, please email your latest CV and motivation to

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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