Technical Consultant

 

Recruiter:

Protem

Job Ref:

2108624515

Date posted:

Saturday, July 23, 2022

Location:

Johannesburg, South Africa


JOB SUMMARY:
-

JOB DESCRIPTION:

The Technical Consultant forms part of the Support team. The Support team ensures that software is effectively implemented, maintained and continues to provide up time within the customer. Customers are enterprise wide and across the African continent. The Technical Consultant’s primary focus is to ensure the Software Technology is always effectively functional as well as to deliver the objectives the customer originally and continuously require.

  • Customers are effectively supported through efficient SLA management
  • We can meet the return on investment to the customer
  • We are recognized as the trusted advisor across our software solutions.

Primary Responsibilities for the Role

Delivers and executes quality Support to the customer as per the SLA/Contract

  • Troubleshoot AdaptIT EPM software
  • Troubleshoot hardware faults linked to the software
  • Installs as per protocol AdaptIT hardware and software
  • Conducts root cause analysis
  • Conducts maintenance, commissioning and health checks on the system
  • Effective administration, reports and feedback of tickets assigned.
  • Investigate and identify potential flaws with the in-house software and assist with rectifying any such potential flaws
  • Investigate and identify potential issues with buffer hardware, customer’s environment (LAN/WAN), customer’s servers
  • Conducts maintenance, commissioning, health checks as well as advising the customers on their solutions
  • Effective communication with customers and internal operations to ensure that the software is delivering on the solution offered.
  • Raising any software bugs, feature enhancements and potential road map items to our inhouse Development Team.

 

Project implementation

  • Follows a detailed project plan and ensures delivery of own objectives within the project plan
  • Assists with management of multiple vendors
  • Follow project plans with implementation of hardware and/or provisioning of our software solutions on our hosted platforms or when required to deploy onsite
  • Communicates actively, verbally and written regularly during project implementation.
  • Takes responsibility of signoff of project assignments.

 

Consulting and customer engagement

  • Guides, trains and advises users of the system on achieving optimal usage of our EPM software solutions.
  • Ensures effective communication and informs the team and customers.
  • Able to extract, read and understand information provided by the system and can consult to users at customers on its impact
  • Ability to do full root cause analysis as documented
  • Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customers in pain are evident
  • Collaborating closely with Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.
  • Engaging in value adding communication and information with the customer on a regular basis
  • All consultants perform a role of customer retention when dealing with customers.

 

Internal Administration Management

  • All Support interactions with AdaptIT Customers must be updated on the internal systems on a daily basis
  • The system must be administered and managed in accordance with operational guidelines and standards
  • The system must reflect all current status of customer interactions within 24 hours of the activity taking place

 

Product Knowledge and Technical Certification

  • Technical Consultants must demonstrate thorough knowledge of AdaptIT solutions as per the level determined
  • Continuously ensure skills and competence remains relevant and enhanced
  • Actively learn and develop knowledge when new modules/versions are released
  • Attend training sessions

Customer Growth and Retention

  • Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customer in pain is evident
  • Collaborating closely with Software Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.
  • Engaging in value adding communication and information with the customer on a regular basis
  • Commitments are adhered to and escalated early in the case of non-delivery

· Awareness maintained during customer conversations, e.g. competitor activity, customer requirements and potential gaps in Support offerings or delivery and that this information is given back to Support Delivery Manager and Team Leaders on a regular basis.

  • Email and Telephonic communication to be done in a presentable and proficient manner to the customer as required.
  • Customer retention key focus and following the necessary processes to ensure customer retention.

Key Working Relationships

Internal

Sales, Development and Technical Support team

 

External

Customers at varying levels (Users, HR, Finance and IT)

Partners and Vendors

 

Minimum Qualification and Experience Requirements

 

Education & Qualification

  • Relevant IT degree/diploma/certification

Skills and Competency

  • Software engineering
  • Analytical problem solving
  • Route cause analysis
  • Strong Communication skills
  • Fast learning in high performance Culture

 


 

 

 

Similar jobs you might be interested in:

Technical Sales Consultant- Security Solutions -Northriding -Hybrid
Location: Johannesburg
Salary: ***Salary – R15,000.00 – R20,000.00 + Strong commission structure + Company car + fuel + mobile phone + laptop (Negotiable, based on skills, experience and in relation to current package)
technical Sales consultant- Security Solutions -Northriding -Hybrid
36 days ago


Support Consultant - Temperature Management Software
Location: Bedfordview
Salary:
14 days ago


IT Solutions Manager
Location: Johannesburg
Salary: 500+
Presales
26 days ago


SERVICE OPERATIONS SUPPORT MANAGER
Location: Kempton Park
Salary:
Service Operational Support ManagerSalary range is R67 000 – R98 000 ctcKempton Park Based
1 day ago


Cost and Management Accountant
Location: Johannesburg
Salary: 500000 Annually
Power Precision with Purpose: Take Charge as a Cost & Management Accountant
1 day ago


Head Reinsurance Accountant
Location: Johannesburg
Salary: 1300000 Annually
🧾 Do you read numbers like a language — one that reveals where a business has been, and where it’s headed?Because this role isn’t only about managing accounts — it’s about crafting financial direction, driving accuracy with intent, and leading a team that keeps one of the region’s most respected organisations moving forward.
1 day ago


Executive Data Governance
Location: Johannesburg
Salary:
Executive: Data Management & AnalyticsAre you the kind of leader who sees data not just as numbers, but as the story behind every decision? We’re looking for a visionary Executive: Data Management & Analytics — someone who can turn chaos into clarity, insights into impact, and strategy into measurable value. If data governance, architecture, and analytics are your playgrounds, ...
1 day ago


Senior Data Science Consultant
Location: South Africa
Salary: 1 Monthly
Senior Data Science consultant
1 day ago


IT Administrator [Must have PACS]
Location: Johannesburg
Salary: 12000
A well renowned organization based in Jhb South is currently looking for a Junior IT PACS Administrator that will be responsible for fulfilling 1st tier IT PACS Administrative duties.
1 day ago


Financial Manager
Location: Johannesburg
Salary: 850000
Drive the Numbers. Power the Network. Lead with Impact.
1 day ago


Create a free job alert for Technical Consultant in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions