Digital Support Engineer (JBH North) at eMedia Investments

Description

The incumbent would be required to provide technical support to internal and external stakeholders experiencing issues related to digital products and services such as websites, APIs, mobile applications and online platforms and ensure the smooth functioning of digital systems and platforms in the group.

Interpersonal and team relationships

• Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.

Personal development

• Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.

Budget Compliance

• Comply with work rules, standards and methods. Take care to minimize waste. 

Troubleshooting

• Investigating and resolving technical problems related to digital products and services. This ranges from checking website availability, integration points between 3rd Party systems, tracking the follow of data between systems.

Technical Assistance

• Responding to stakeholder queries and working with relevant vendors when needed to resolve the technical issues in a timely and professional manner.

Technical Knowledge

• Have a strong understanding of websites, APIs, mobile applications and online platforms and being able to diagnose and resolve technical issues.
• Being able to act as the translator for business to understand technology capabilities, as well as ensuring vendors are provide with adequate support and accountability to deliver on company requirements.

Documentation & Communication

• Accurately documenting interactions and technical issues as well as communicating effectively with customers and team members, both orally and in writing.

Problem Solving

• Having strong problem-solving skills, able to identify and resolve complex technical issues.
• Making use of root cause analysis and possibly implement programmatic solutions when problem solving.

Team Collaboration

• Collaborating with different members of the various teams (internal teams as well as vendors) to resolve complex technical issues and improve digital products and services.

Stakeholder Satisfaction

• Solving queries promptly, accurate, and professional support. As well as managing stakeholder expectations.

Compliance

• Adhering to the organization's policies and procedures, including security and privacy standards.

Continuous Improvement

• Continuously seeking opportunities to improve stakeholder support processes and procedures. This includes suggesting new technologies as well as implementing programmatic solutions such as automation of processes.

Monitoring

• Monitoring digital systems and proactively addressing potential issues to prevent disruptions and ensure optimal performance.

Requirements

Qualifications

• National Senior Certificate - Essential
• Bachelor's Degree in Computer Science/ Information Technology - Essential

Experience

• 3-5 years in Software / Support / Digital / Information Technology / Engineering - Essential

Computer Literacy

• MS Office Suite - Advanced
• Google Ad Manager - Intermediate

Functional/Technical Competencies

• Problem solving skills
• Planning skills
• Organising skills
• Interpersonal skills
• Coaching skills
• Mentoring skills
• Persuasiveness
• Communication skills
• Coping under pressure
• Conflict handling skills