Internship: Technical Support at Council for Scientific and Industrial Research (CSIR)

About the job:

The CSIR has an Internship opportunity in the e-Government Impact Area within the Next Generation Enterprises and Institutions Cluster. The purpose of the Internship is to provide graduates with an opportunity to gain practical work experience through providing third line technical support for customers experiencing issues with installation, configuration, operation, and management of National Department of Health System (NDoH). This position is based in Pretoria.

Key responsibilities:

• Provide customer service while responding to phone, e-mail and online requests for technical support;
• Ensure that escalations are addressed appropriately;
• Ensure effective administration of incidents, requests, and problem related to requirements;
• Ensure Service Delivery within Service Level Agreements (SLA) criteria, to resolve and escalate issues where required;
• Ensures that all customer cases are responded to within the SLA, and in a professional manner;
• Track and monitor all support cases to ensure timeous resolution and follow-up;
• Escalate critical customer situations to the appropriate level of management and engineering expertise;
• Provide related service feedback to the management team and leadership – report- repeat incidents/problem areas/proactive trends;
• Contribute to documentation and knowledge base article library;

Qualifications, skills and experience:

• A Bachelor’s degree in computer science/engineering, electrical/electronic engineering, information technology, data science, machine learning or related field;
• An Honour’s degree will be an added advantage;
• Working knowledge of Windows platforms;
• Working knowledge and ability of the UNIX or Linux operating system in any distribution;
• Analysis and debugging skill;
• Exposure to SQL;
• Willingness to learn and develop Quality Assurance skills;
• Familiarity with Jira and Confluence (Advantageous);
• Ability to function as an individual contributor and/or a member of a team;
• Ability to work well under pressure, to manage customers, both internal and external in a positive and professional manner;
• All international qualifications require an evaluation report / certificate issued by the South African Qualifications Authority (SAQA).

Closing date: 29 November 2023