SW/App/Cloud Tech Support New Associate (2nd tier support)SW/App/Cloud Tech Support New Associate (2nd tier support) at Dynamo Analytics

Job Description
MAIN RESPONSIBILITIES/TASKS:

Operational

• Technical Support for BAS Departments (2nd Tier);
• Technical Support standby over weekends (rotating standby schedule shared with 5 other technical support resources);
• Assisting with checking release server log files for sites with client and codestable file release problems, and trying to resolve these remotely;
• Providing user support on the BAS Project through daily maintenance and support of software and hardware;
• Maintaining a stable network environment e.g. Backups of FCP Repository;
• Managing all documentation and procedures for easy access while doing maintenance;
• Identify and facilitate the managing of antivirus software on address servers (manual updates on servers every morning);
• Installing and Supporting software for users on the BAS project;
• Configure, troubleshoot, standardizing and monitoring the network/address servers/ project servers/development / integration and foundation repository;
• Scheduling and sharing the weekend standby with /of resources for departmental/ internal BAS technical support;
• To provide assistance with the release management process, the release of codestables during a scheduled release weekend in a month to all BAS departments in South Africa;
• To administer desktop and server support for all BAS related components internally on the BAS project;
• To create efficiency within the BAS project from a technical point of view eg, visiting departments and their IT personnel, analyzing issues and risks related to the Basic Accounting System, giving the departments’ constructive feedback.
• To assist National Treasury clients as well as internal BAS users with BAS related queries and problems that require a technical solution;
• Installation and Configuring of new address servers for departments opting for VPN solutions;
• Installation and Configuring of new address servers for departments in GOV VPN;
• Liaising with SITA personnel, clients and client IT personnel with regards to technical issues;
• Coordinate technical departmental and networks support while the supervisor is away.

Leadership

• Ensure that the team’s performance, quality and timelines meet the required standard.

Communications

• Communicating clearly the technology challenges, progress, maintenance and other issues to the Supervisor;
• Supplying concise and accurate feedback to his/her Supervisor;
• Communicating with other maintenance and support team members to resolve technical problems;
• Report and follow-up on problem resolution and user satisfaction.

Additional

• Engaging in formal or informal knowledge transfer;
• Performing technical related work as required;
• Proactive management and identification of areas for improvement;
• Broaden own technical, functional and industry skill base.

KNOWLEDGE AND ATTRIBUTES / SKILLS:

Primary Role Requirement:

• Good working knowledge of server and desktop operating systems, such as Windows server 2003 /2008 /2012 / 2016 and 2019, Windows XP / 7 / 10 and IIS applications; VMware, Windows technology configuration and deployment;
• Good working knowledge of heterogeneous network platforms;
• Good understanding of Windows security management and scheduling;
• Beneficial knowledge around Remedy ARS, HEAT call logging, Backup administration and WEB administration using MS Frontpage, Dreamweaver and Visual Studio 2012, .NET and Microsoft office products (Word, Excel, Access and Powerpoint).

Secondary Role Requirement:

• Experience with fault tolerance and resolution;
• Working Knowledge of MS Host Integration Server/SNA, and
• Working knowledge of version control and release management;
• The incumbent should be able to work independently and drive value to the projects/tasks that he/she is assigned to.

General skills required:

• Business writing;
• Initiative and innovation;
• Good oral communication;
• Problem solving;
• Professional relationship development;
• Team player;
• Quality management;
• Industry acumen; and
• Service operations.

Qualifications

• Formal 3 Year Tertiary Qualification; and
• Appropriate and recognised formal IT training such as VMware, A+, N+, S+, MCSE, (or equivalent) is a minimum requirement; and