Software Support Technican

SUMMARY:
A leading industrial technology and software solutions company is seeking an experienced Software Implementation & Support Technician to join its software team based in Gauteng. This role is ideal for a technically strong, customer-focused professional who enjoys problem-solving, working with databases, and supporting software deployments across multiple sites locally and internationally.
The successful candidate will be responsible for deploying, maintaining, troubleshooting, and supporting specialised software solutions in customer environments. The role includes both remote and on-site support, software upgrades, database maintenance, technical training, and collaboration with internal development teams.

POSITION INFO:
Key Responsibilities:
Technical Responsibilities

• Deploy and configure proprietary software and databases at new customer sites
• Upgrade and maintain existing software deployments
• Troubleshoot and resolve customer software issues logged through the support desk
• Provide technical support and guidance to field technicians
• Diagnose communication issues involving TCP/IP and serial-connected devices
• Generate and maintain SQL scripts for troubleshooting, upgrades, and reporting
• Conduct technical training for internal teams and customers
• Assist with customer server maintenance and support

• Manage and update support tickets within agreed turnaround times
• Provide regular feedback and progress updates to customers
• Escalate unresolved issues appropriately
• Complete weekly timesheets and administrative reporting
• Travel to customer sites when remote resolution is not possible
• Participate in software deployments and training across Africa and internationally
• Assist with technical pre-sales activities when required
• Support software-related project implementation and commissioning activities

• Collaborate with developers to identify and resolve software bugs
• Participate in internal testing of new software releases
• Attend team meetings and contribute to team initiatives

• Stay current with developments in operating systems, database technologies, cloud platforms, and related technologies

• National Diploma in Information Technology or relevant IT certifications including MS SQL modules
• Minimum 5 years’ experience in software support and MS SQL support environments
• Strong understanding of MS SQL databases, SQL queries, and database-driven applications
• Proven ability to write, troubleshoot, and optimise SQL scripts
• Excellent analytical and problem-solving skills
• Strong communication and customer service skills
• Ability to work independently and within a team
• Valid Code 8 driver’s licence
• Clear criminal record (police clearance required)
• Medically fit and able to obtain mine medical clearance
• Willingness to travel extensively within Africa and internationally

• Experience with Azure and/or AWS cloud platforms
• Microsoft Windows administration experience
• Networking and serial communication knowledge
• Experience supporting industrial or mining-related systems
• Completing at least one point-and-click adventure game without a walkthrough — considered a bonus

• Based at the company’s Gauteng head office
• Participation in a rotating after-hours support standby roster
• Remote monitoring responsibilities while on standby
• Travel to remote mining and industrial sites, sometimes for periods of 1–2 weeks