Technical Support Analyst at SYSPRO Corporate

About the job

The Senior Technical Support Analyst is responsible to evaluate, troubleshoot and resolve reported queries (“events”). This includes liaising with the software development team and SYSPRO Regional Offices based on an event. The focus is on service delivery and ensuring that information sharing regarding event resolution takes place at a regional level.

The type of support would be based on the core technical areas relating to .NET User Controls, Cobol code debugging, C# and vb.NET, Workflow, e.NET, Espresso, Crystal reporting (SRS), Installations and upgrades and SQL instances where the core SYSPRO databases reside.

Qualifications And Experience Required

• Requires an NQF 4 level of education

• A+ or MSCE would be advantageous;

• 5+ years’ experience in ERP and software design, testing, and/or technical troubleshooting.

Key Responsibilities

• Proactively evaluate, troubleshoot and resolve reported faults (“events”).

• Interact with the software development team, customer services administrator, regionals offices and the Support Manager when assistance is required on events.

• Ensure that as an individual and department that the supports services team resolve events in times that either exceed or falls within those stipulated in the OLA.

• To perform root cause analysis on events, so that this information can then be shared via knowledge base articles, help files and / or brought to the attention of the development teams for improvement.

• Ensure that you stay current and up to date within your specialist area, this can be achieved through the SLC (SYSPRO Learning Channel), internal training programs and or other educational institutions when required.

• Resolve automation and business process issues utilising vbScripting, Advanced Workarounds, User Controls, existing Cobol code, SQL traces and debugging logs and monitor and reply to posts on forums and develop solutions for queries on forums.

• Contribute to the support collateral used in the Knowledgebase and FAQ’s and ensure that the information is relevant and up to date.

Benefits

• Medical Aid

• Provident Fund

• 100% company contribution on risk (which includes, global education, income disability, funeral cover, provident admin and group life)

• Employee Assistance Program

• Awesome work culture

• Global exposure

• The best Espresso Bar