Job Description: Responsibilities, Qualifications, and Necessary Skills
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We’re looking for a Senior Systems Support whiz to add value to our SC&L team!
RESPONSIBILITIES
- Ensure the timeous and effective response to second-line support queries & problems to resolve issues arising from the use of applications and escalate queries where the issue cannot be resolved.
- Analyse trends in incidences reported & resolved to provide insights to developers and IT teams on areas of concern or repeated problems within applications or systems
- Document the process applied and resolution used to resolve incidences to maintain a library of knowledge to be shared with support & IT teams.
- Ensure incidents are resolved as per the SLA agreement
- Ensure Access and Master data to all applications are managed accurately.
- Proactively review all environments to ensure the mitigation of risks.
- Build a sustainable working relationship with customers to ensure good customer service.
- Work with both internal and external teams to drive root cause resolution of incidents logged
- Enhance and maintain applications that conform to user requirements and specified architectural design.
- Solving technical problems
- Conduct post-implementation monitoring and support
- Mentor junior support associates
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QUALIFICATIONS
- IT Diploma or Degree
- Excellent business knowledge in supply chain or retail environment & great with people
- 4+ years’ working experience with:
- SQL Server
- Logging and monitoring
- Data Analysis
- Microsoft Excel at an advanced level
- Handling escalations from junior team members and guiding them appropriately
- Troubleshooting, applying fixes where appropriate and root cause analysis
- Working with developers on addressing escalated fixes.
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