Senior Support Engineer at Telesure Investment Holdings (TIH)

Job Purpose

• Deliver an efficient first line support to business to ensure tasks are directed to correct business areas for resolutions and to provide the relevant feedback to business.

Responsibilities

User Support

• Manage a medium user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards.
• Ensure a timely and effective response and resolution to user queries an problems in line with service level agreement and provided processes.
• Provide technical support on IT and business-related projects as and when required.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Act as a business partner to important internal customers and managerelationships with them, while taking guidance from senior colleagues.
• Ensure a positive experience for internal clients by having courteous interactions with them.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Provide administration service on client profiles, policy information reflected on web and exchange services when requested.

Data Management

• Help others get the most out of data management systems by providing support and advice.

Usability Testing

• Use product specifications to design test procedures and standards.
• Perform usability testing with new functions that go live in the Digital space.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential)

Experience

• 6 or more years' experience in IT environment (Essential); Experience in a support role (Advantageous); Experience in Financial Services Industry (Advantageous).