Service Desk Analyst - TeamMate at PwC South Africa

Responsibilities:

Primary:

• Resolve all technical and product related issues reported by users via e-mail, telephone and remote access.
• Create, maintain and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.
• Contribute to the richness of the in-house knowledgebase with up-to-date solutions
• Test and identify defects by documenting in the tracking system for the attention of the development team.
• Provide operational and installation support of Windows desktop and TeamMate applications along with technical support to internal sales and training efforts.
• Liaise with internal escalation, development and functional teams for issue resolution

Additional:

• Participate in TeamMate user conferences with the provision of client technical training and support Q&A.
• Participate in preparation of hardware/software in lead up to forum meetings and sales conferences.
• Participate in system or acceptance testing of new releases of the software received from the development team.
   

Experience and Skill Requirements:

Qualified Candidates Must Possess:

• Understanding of core concepts involved in networking, operating systems and web servers
• Ability to identify and troubleshoot software usage in varied environments
• Experience in handling mission critical applications operating in large/complex IT infrastructures
• Solid understanding of SAAS solutions (Cloud)
• QA skills - Issue Reproduction, Configuration of Systems
• Ability to read and understand code at a basic level
• Ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (NTFS permission, folder structure, maintenance)
• Minimum of 2 years of experience working with IIS 6 or higher, demonstrate the ability to add web sites or create virtual directories, configure HTTP handlers (ISAPI, ASP.NET), and set NTFS permissions
• Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler-
• Understanding of concepts such as .NET, WCF, WPF, Web Services as related to applications and their configurations
• Experience or knowledge of SSL and load balancers
• Solid understanding of relational database schema and concepts required
• Familiarity of popular web browsers (IE, Chrome) and underlying settings
• Experience with tools such as regedit, procmon, wireshark, fiddlercap and SQL profiler.
• IT Security knowledge

• Some clients have limited technical knowledge and do not have English as their first language.  English fluency in business and IT language is essential. 

Desirable Skills:

• Programming Language Order of Preference: SQL, Microsoft.NET (C# or VB.Net), ASP.NET/JavaScript, XML/HTML, C++ 
• Experience using Debug Tools a plus
• Experience with development environments such as Visual Studio
• Knowledge in Vcentre/VMWare
• Additional language skills in major EMEA languages would be a plus.
• Industry certifications such as CompTIA, Microsoft Certified Professional, etc.
• Powershell scripting

Personal Attributes:

• Candidate must be a motivated self-starter with the ability to manage their time.
• Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have.
• Ability to work independently without supervision and as part of a team.
• Able to perform well under pressure.
• Highly motivated to succeed with a strong customer service focus.
• Building internal and external relationship networks.
• Ability to think outside the box
• Creative thinking