1,267 Level 3 Support jobs in South Africa

Reference: BIT001689-MNa-4
A manufacturing business, deep in the East of Johannesburg, is looking for a Systems Support Analyst with experience on JD Edwards / ERP applications, that will support and maintain various systems.

• Matric with Mathematics (not Maths Literacy)
• BCom in related field (can also be BCom Accounting)

• 5 years' experience in System Support
• Project Management Experience
• Prince2 Methodology
• ERP Experience such as JD Edwards, SAP or Navison
• Process Improvement Experience

• Improve systems
• Support systems
• Maintain systems
• Support integrations
• Write and update procedures
• Prepare technical reports
• Perform unit testing

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

About MCI

MCI is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. Our clients operate in a range of industries including banking, financial services, manufacturing, fast moving consumer goods and recruitment throughout Africa and the Middle East. Our service offering includes project management, software implementation, product development across various platforms, and including e-commerce solutions.

We strive to be the best at what we do, and to achieve this we need people on our team who have commitment, drive, and a positive attitude that helps deliver winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include:

Provide an exceptional customer experience

• Appropriately manage all customer queries via phone and email;
• Ensure a polite, friendly, efficient and professional service is provided at all times;
• Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests;
li>Ensure all calls are resolved per SLA guidelines.

Resolve customer queries effectively and efficiently

• Attend to logged customer queries in line with query resolution principles established by the company;
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries;
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately;
• Improve the customer experience and service delivery by providing excellent verbal and written customer service;
• Escalate more complex issues to the relevant account manager or technical team;
• Adhere and meet all service level agreement targets.

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.

Skills and Qualifications

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

MCI Consultants are people who are:

• Ambitious team players, but can work independently;
• Courageous and passionate;
• Able to take on challenges with a sense of urgency;
• Focused, with a strong desire for self-improvement;
• Dynamic and progressive in their thinking;
• Ethical and responsible;
• Professional, trustworthy and keen.

Our client is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. They operate across a range of industries including banking, financial services, manufacturing, fast-moving consumer goods, and recruitment throughout Africa and the Middle East. Their service offering includes project management, software implementation, product development across various platforms, as well as e-commerce solutions.

They strive to be the best at what they do, and to achieve this, they seek individuals who bring commitment, drive, and a positive attitude that contribute to delivering winning results.

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Skills and Qualifications

MCI Consultants are people who are:

We are recruiting for a Senior Helpdesk Support Engineer.

Customer Service

• Receive calls from senior customer engineer/help desk.
• Verify/identify problems with help desk.
• Contact users to get clarity on problems and troubleshoot.
• Provide telephonic support to users if possible.

• Train users on how to use IT equipment.

• Undertake maintenance and repairs on damaged and repairable hardware.
• Report on uneconomical repairs.

• Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
• Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.

• Respond to remote/satellite customer call-outs (hardware, software, and network calls).
• Provide telephone infrastructure (1st line support).
• Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.

• Undertake audits of hardware and software assets.

• Keep abreast of trends in hardware and software developments.

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project, or performance reporting.

• Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
• Relevant 4 years’ experience in a system support environment.