Support Specialist (AS400) - DURBAN

SUMMARY:
Support Specialist (AS400) - DURBAN

POSITION INFO:
Job Purpose To provide first-line remote operational and technical support for incidents, service requests, and scheduled activities across business-critical distribution centre systems in a 24 x 7 environment. The role is responsible for ensuring service continuity through effective incident diagnosis, timely resolution within defined support boundaries, and appropriate escalation to Tier 2 support teams where required. The position plays a key role in maintaining stable warehouse operations, while also supporting selected finance, desktop, and enterprise applications, and delivering consistent service standards in a shift-based environment. Responsibilities Incident and Request Management Log, prioritize, investigate, and manage incidents and service requests. Troubleshoot and resolve issues within defined support boundaries. Escalate unresolved incidents with complete supporting information. Maintain ownership and provide regular communication through to resolution. Operational Support Execute operational tasks including reporting, backups, end-of-day processes, and system monitoring. Support business continuity and escalate operational issues when required. Provide first-line support, initial diagnosis, user assistance, monitoring, and incident triage for systems including but not limited to the following. o AS400 o SAP S\/4HANA, EWM, SAP Fiori and others o Azure Virtual Desktop (AVD) o Microsoft Office 365 o Desktop and warehouse technologies Where issues fall outside defined support boundaries, escalate to the appropriate Tier 2 or specialist support teams with complete diagnostic information: Documentation and Communication Maintain accurate ticket updates and documentation. Produce clear shift handovers. Deliver professional customer support and communication. Shift Responsibilities Participate in rotating shifts within a 24 x 7 operation. Work weekends and public holidays as required Qualifications Matric IT Diploma\/Degree or equivalent experience Experience 2-5 years' experience in an IT Service Desk or Application Support environment Experience in a remote support role Advantageous Warehouse, retail, or supply chain support experience SAP support exposure Experience in a shift-based environment