2nd Line Technical Support / Application Support at Reed Business Information

Job description

2nd Line Technical Support Analyst / Application Support for Adaptris Johannesburg – Part of Reed Business Information and the FTSE100 RELX Group

2nd Line Technical Support / Application Support – Customer facing role
Adaptris – Pioneers in Global Cloud Service Integration – part of RBI and the FTSE100 RELX Group, one of the largest data & analytics companies globally
R280 – R320 + benefits and excellent prospects

General Description:

The role will involve interfacing with customers on a daily basis providing customer service and expert advice pertaining to our various online applications and B2B integration projects. The role requires that various support processes be adhered. Documentation by way of our internal Knowledge base and Helpdesk platform will be required.

Requirements:

• Proven customer support related experience
• Experience with reading markup languages (XML, HTML)
• Understanding of Basic Programming concepts
• Excel – intermediate user
• Available to be on standby
• Good command of the English language (written and verbal)
• Own transport

Advantageous:

• Good command of the Afrikaans language (written and verbal)
• Linux “operational” experience
• Any programming experience
• Database / SQL scripting

Primary Responsibilities:

• Proactive monitoring, identification & resolution of possible problems.
• Troubleshooting / Diagnostics
• Read adapter configs
• Read mapping stylesheets
• Monitor Bad Folders
• Monitor log files
• Basic diagnostics
• Provide support to customers via telephone, email, online chat and helpdesk application
• Documenting Known Issues / Solutions on Internal Knowledgebase / Wiki
• Change Request Documentation
• Incident Logging on helpdesk application
• Run customer reports (message tracking)
• Customer On-boarding and Training on various Applications
• Application testing
• Post-deployment checks

Salary & Benefits:

• Permanent employment
• Performance Bonuses are discretionary and will be paid based on merit, within the stipulated group policy which includes group, business unit and personal performance
• Medical aid, retirement fund and the like will be for the applicants own account.
• Business travel, work cell phone and other business related expenses will be claimed on a monthly basis.
• A laptop and other necessary equipment will be provided to the candidate to complete their roles.

RBI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law