Software Support Technician

SUMMARY:
Technical Support for Python vision system & C# operator guidance system, etc.

POSITION INFO:

Basic Requirements:

• Formal Tertiary education:
  • Grade 12
  • N.Dip Information Systems / Information Technology / Computer Science
  • B Tech Information Technology or similar
• Languages:
  • English – Read, write and speak (required)
  • Afrikaans – Read, write and speak (advantageous)
• Drivers Licence: Code 8 (required)

Job Objectives:
To provide essential first-level technical support for our Python vision system and C# operator guidance system software products deployed in manufacturing environments. This role is focused on assisting customers with technical inquiries, performing initial troubleshooting, documenting issues accurately, and contributing to the smooth operation of our software solutions to ensure customer satisfaction.

Experience:

• Minimum 1 years’ experience in Software Development, Information Systems
• Strong Understanding of Python and/or C# applications
• Previous vacation work experience in Manufacturing sector (Advantageous)
• Basic exposure to troubleshooting software or hardware issues
• Experience with Notion (Advantageous)
• Experience working knowledge of MS Office

Skills and Competencies:

• Basic understanding of software functionality and how to interact with software applications
• Ability to learn new technical concepts and software quickly
• Good organizational skills and attention to detail for documenting support issues
• Excellent problem-solving skills and the ability to troubleshoot effectively
• Strong communication and interpersonal skills, with the ability to build and maintain relationships between team members across various products, and customers
• Ability to work independently and as part of a team.

Main Tasks and Responsibilities:

• Software Support: Serve as the first point of contact for customers reporting issues or asking technical questions about the vision system and operator guidance software via phone, email, or support portal
• Basic Troubleshooting: Perform initial assessment and basic troubleshooting of reported software problems based on standard procedures and knowledge base articles.
• Escalate Tickets: Escalate complex or unresolved issues to the appropriate senior software developers or technical teams with detailed and accurate information.
• Ticket Documentation: Document all support interactions, troubleshooting steps, and resolutions accurately.
• Documentation Creation: Assist in maintaining and updating the support knowledge base with common issues and their resolutions.
• Collaboration: Communicate effectively with team members and stakeholders to ensure successful ticket resolutions.
• Continuous Improvement: Open to learning new technologies and continuously improve your existing skills.
• Travel Expectations: Software Support Technician might be required to travel to customer sites, local and international, depending on customer needs.
• Jendamark Culture: Portray a positive image of Jendamark Automation while being detail-orientated, customer-focused and results-driven. This dedication may require working overtime to meet deadlines.

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998

Jendamark Automation reserves the right not to make an appointment. Applications will not qualify the applicant to an interview or appointment, as only shortlisted candidates will be contacted for interviews. Please kindly consider your application unsuccessful if not contacted three weeks after submission/closing date.