Software Support Technican

SUMMARY:
A leading industrial technology and software solutions company is seeking an experienced Software Implementation and 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.

POSITION INFO:
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.

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
• Operational & Business Responsibilities:
  • 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
• Team Responsibilities:
  • Collaborate with developers to identify and resolve software bugs
  • Participate in the internal testing of new software releases
  • Attend team meetings and contribute to team initiatives
• Continuous Learning:
  • 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
• Completed 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