Web and ERP Technical Support Team Lead

SUMMARY:
Do you have 3 years of proven experience as a Tier-1 Technical Support Team Leader, resolving Web and ERP related challenges? A CompTIA A+ certificate, or higher qualification is essential.
 
Our client in Gillitts, KZN, requires a self-managed person to remotely assist the company's Field Technicians in resolving technical issues.
 
This is a fast-paced environment where you will add value in technical support and provide feedback on how and where product performance can be developed.

POSITION INFO:
REQUIREMENTS

• Grade 12, relevant qualification highly advantageous
• Strong management skills with a minimum of 3 years previous experience Understanding of Computer Studies, minimum A+
• Basic database understanding: MySQL
• Proficient in Excel to assist with generating reports
• Motivated, passionate and enthusiastic individual who is willing to learn
• Excellent command of the English language as per the company’s standards and requirements
• Excellent telephone and e-mail etiquette as per the company’s standards and requirements
• Excellent attention to detail, strong administration skills, and impeccable time management
• Ability to process system flows and report back on issues
• Ability to logically process system flows and report back on issues
• Hotline management for customer queries (during working hours)
• Understanding of IT systems to be able to audit software/product services
• Ability to compile summary reports from existing reports
• Be self-driven and have a good work ethic
• Willingness to put in extra hours when required
• Be able to work as part of a team
• Demonstrate good time management
• Be able to co-ordinate with in a team
• Ability to motivate team members
• Have experience with training and upskilling team members

• Troubleshoot and resolve technical problems that the onsite field technicians report
• Skill up in the following areas: Basic ITC understanding ▪ A+ / N+
• Ensure TSS daily critical tasks are met by the TSS team. If the tasks are not going to be met, ensure your direct managers are notified in a timeous manner
• Identify why the critical tasks are not being met and engage with your manager to resolve issues identified
• Send through a daily report for critical tasks to direct managers
• Ensure the TSS department maintains good levels of service delivery to the rest of the company. This includes but is not limited to: ▪ Identifying areas where staff may be lacking in required skills
• Ensuring that CoPs are readily available to all TSS staff members
• Ensuring members of the team adhere to the correct tea and lunch times
• After hour assistance: While weekend work is not required by this role, if other staff need assistance after hours, then the TSS supervisor is the first-Tier support for these issues
• Technician assistance:
• Identify areas where excessive technician requests are coming in and engage with management to find a way around these if possible
• Manage the testing of the Website / ERP on a weekly basis by TSS
• This includes but is not limited to:
• Putting together a testing schedule so different aspects of the website are tested
• Ensuring the team are doing daily tests on the company website and ERP: Check that reports are running and returning valid data
• Check that features are working correctly
• Escalating any issues found by logging the issues in the incident management portal.
• Retesting any issues that occurred that are deemed to have been fixed
• Assist with analysing data and reporting: This could be for assessing trends on things such as (not exhaustive):
• Hijackings / Thefts
• Poor Fitments by field technicians
• Identifying incorrect repairs that have been validated
• Functionality / behaviour of new test units in the field
• Conduct quality control audits on all technical repairs / new installations using the ERP system
• Attend meetings with your Manager, when required.
• Obtain a strong understanding of how the company systems work together so you are better able to assist with more complex queries
• Understand which areas of responsibility sit with which department internally at the company so you can facilitate quick turn arounds for customer queries