Support Specialist - Cape Town

My client is a strategic FinTech company that licenses advanced business solutions which leverage the latest information technology to provide direct business benefits. They develop and license integrated, innovative financial technology solutions which enhance cash flow and boost productivity.

The Support Specialist will engage with customers to provide support for the Enterprise Platform and resolve issues. They will be responsible for providing accurate and courteous third-level technical and product support to clients on all solution suites. This will require them to become a TEP subject matter expert. The Support Specialist needs to have a passion for problem solving and must have good communication skills since they will be expected to build and maintain good professional relationships with clients. They will be required to effectively and efficiently escalate product issues for problem resolution intra-departmentally as well intra-departmentally, which further emphasises the need for good communication and teamwork skills

Duties and Responsibilities:

• Providing appropriate support for all solution suites on clients'' Production environments, based on the conditions of the client''s Service Level Agreement
• Daily customer engagement
• Capturing and processing statistics
• Performing system health checks
• Escalating reported issues to appropriate resources and following up on them
• Writing incident reports
• Maintaining a knowledge base of lessons learnt during issue investigation and resolution
• Staying up to date with all software updates, changes and releases
• Becoming proficient in commissioning and upgrade principles
• Using the issue tracking system effectively
• Maintaining the client registry
• Providing after-hours client support when and where required

Desired Experience & Qualification:

• A relevant tertiary qualification, such as a BSc in Computer Science or a Diploma in IT or a related field Certifications such as MCSE are also acceptable.
• 3 years of IT help desk and/or technical and product support experience

ADDITIONAL SKILLS

The following areas of expertise would be advantageous in this role:

• Knowledge of IT service management practices such as ITIL
• Basic understanding of IT networks, firewalls and network routing
• Operational security awareness
• Experience with platform and operating system architecture
• Knowledge of Windows and Linux operating systems
• Ability to perform operating system and software installations
• Knowledge of the Oracle Java Runtime Environment
• Knowledge of databases and Microsoft SQL Server
• Experience with writing SQL queries
• Experience with both web applications and client-server applications • Exposure to the ISO 8583 payment protocol
• Knowledge of common protocols and standards such as HTML, XML, CSS, TCP/IP, RDP, VPN, SSL/TLS and FTP

PERSONAL ATTRIBUTES

The candidate should have:

• Excellent written and spoken communication skills
• An analytical approach to problem-solving
• Ability to work well within a team
• Strong analytical, methodical and troubleshooting skills
• A strong willingness to learn
• A high level of persuasiveness and credibility