PwC - Biggest provider of audit, accounting and tax services to the companies listed in the Johannesburg Stock Exchange. Also provides internal audit, forensic audit, corporate finance, corporate governance services, sustainable assurance services and others.
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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
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.
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.
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.