Technical Support L1

SUMMARY:
Our client based in Bryanston is looking for a Technical Support L1 to combine past experience in troubleshooting computer hardware, software and database platforms to solve complex issues and escalated cases, including identifying effective outcomes

POSITION INFO:

Qualification/ Experience

• Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
• Flexibility to work some weekend shifts
• Exceptional verbal and written communication skills
• Strong analytical and critical thinking skills
• Proficiency in troubleshooting computer hardware, software and database platforms
• Proficient with Microsoft Office Products
• Conceptual understanding of .NET development/support/operations
• Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
• Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
• Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered

Responsibilities

• Provide support to customers through various channels, including telephone, email, or other media
• Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems
• Make initial classification of user request, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues
• Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empower clients by posting client-facing FAQs and Knowledge base articles
• Serve as subject matter expert by developing deep knowledge of COMPANY’s range of enterprise products
• Escalate complex problems or requests to appropriate person or team, providing them with diagnostic data and other relevant information and support
• Solve basic and common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
• Reproduce bugs in local environment in order to assist QA in testing new builds
• Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customer apprised of progress, and collaborating with other teams as needed
• Resolve incidents in a timely manner as per established Service Learning Agreements
• Some travel may be required
• Other duties as assigned

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