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Technical Consultant
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General Details
Description
The Technical Consultant forms part of the Support team. The Support team ensures that software is effectively implemented, maintained and continues to provide up time within the customer. Customers are enterprise wide and across the African continent. The Technical Consultant’s primary focus is to ensure the Software Technology is always effectively functional as well as to deliver the objectives the customer originally and continuously require.
Primary Responsibilities for the Role
Delivers and executes quality Support to the customer as per the SLA/Contract
- Troubleshoot AdaptIT EPM software
- Troubleshoot hardware faults linked to the software
- Installs as per protocol AdaptIT hardware and software
- Conducts root cause analysis
- Conducts maintenance, commissioning and health checks on the system
- Effective administration, reports and feedback of tickets assigned.
- Investigate and identify potential flaws with the in-house software and assist with rectifying any such potential flaws
- Investigate and identify potential issues with buffer hardware, customer’s environment (LAN/WAN), customer’s servers
- Conducts maintenance, commissioning, health checks as well as advising the customers on their solutions
- Effective communication with customers and internal operations to ensure that the software is delivering on the solution offered.
- Raising any software bugs, feature enhancements and potential road map items to our inhouse Development Team.
Project implementation
- Follows a detailed project plan and ensures delivery of own objectives within the project plan
- Assists with management of multiple vendors
- Follow project plans with implementation of hardware and/or provisioning of our software solutions on our hosted platforms or when required to deploy onsite
- Communicates actively, verbally and written regularly during project implementation.
- Takes responsibility of signoff of project assignments.
Consulting and customer engagement
- Guides, trains and advises users of the system on achieving optimal usage of our EPM software solutions.
- Ensures effective communication and informs the team and customers.
- Able to extract, read and understand information provided by the system and can consult to users at customers on its impact
- Ability to do full root cause analysis as documented
- Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customers in pain are evident
- Collaborating closely with Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.
- Engaging in value adding communicati...
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Id Subtitle 1078163614
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Adapt IT
Selling for 2+ years
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Supporting all internal usersEffectively resolving all PC and laptop hardware & software problemsEnsure the functionality of printers and printing functionsEnsure the quality and integrity of all software and that all system requirements are adhered toDeploy and configure SQL databasesSet up email accounts and workstationsMigrating all our servers to AWSEnsure that all system requirements are identifiedEnsure that the latest anti-virus patches are downloadedEnsure the installation of relevant Microsoft patch upgradesAssist in the implementing of various IT projectsEnsure the tracking and control of all hardware, as well as the monitoring of software installation and upgradesEnsure that all hardware is asset taggedEnsure that all hardware is recorded and updated in the feesConduct audits to verify the allocation of IT hardware Data Back-up & RestorationTo ensure the reduction of risk associated with data loss and effectively recovering and restoring any lost dataEnsure the back-up of server dataEnsure the effective operation of all the company’s IT SystemsManagement of Office 365
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MatricInformation Technology Diploma or Degree4 – 6 years’ experience as a Systems Administrator, preferably in the payment solutions or similar industry.Advanced knowledge and experience working with SQLProficiency in cloud and AWS architecture and its configuration
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PURPOSE OF THE POSITION
The purpose of this position is to provide assistance, advice, problem solving and technical information to internal and external customers regarding the use of the iManage and Co-Flo software applications.
DAILY RESPONSIBILITIES
Provide iManage and Co-Flo technical support to internal and external clients. Application Support Technicians are members of the customer support team that troubleshoot iManage and Co-Flo applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.
Primary Responsibilities
Provide 1st line iManage and Co-Flo telephonic and email support to customers.Provide technical product knowledge and support on the iManage Document Management System and Co-Flo developed software for our rapidly expanding client base.Have a solid knowledge of Co-Flo and be able to communicate with knowledge and confidence to clients about our products and how they have been implemented at their site.Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures.Ensure resolutions of tickets on the Support System and other calls assigned.Ensure that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech.Follow up with customers to ensure the issue has been resolved.Work closely with the management of the business to ensure swift escalation of client issues where appropriate.Research and identify solutions to client technical problems.Perform and complete system health reports.Work with the project team on implementation tasks.Monitors, resolves and escalate iManage and Co-Flo server related active issues on N-Central.
Duties and Accountabilities
Report to and take direction from the Support Manager.Ensure the call queue is managed efficiently and in a timely manner.Respond to issues raised from clients promptly guided by SLA timelines.Engage with our clients in a pleasant and courteous manner.Display initiative in your role.Provide technical training to the other members of the team on key application areas.Document ticket solutions to build the knowledge library
Additional Responsibilities
Occasionally weekend or after-hours work may be required.Respond to high priority calls out of hours if required.
Mandatory Qualifications
MatricMicrosoft Certifications
Microso...
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