Job Description

• We’re looking for a Senior Support whizz to join our Tech team,in the Supply Chain & Logisitics space!

Responsibilities

• Ensure the timeous and effective response to second line support queries & problems to resolve issues arising from the use of applications and escalate queries where the issue cannot be resolved.
• Analyse trends in incidences reported & resolved to provide insights to developers and IT teams on areas of concern or repeated problems within applications or systems
• Document the process applied and resolution used to resolve incidences to maintain a library of knowledge to be shared with support & IT teams .
• Ensure incidents are resolved as per SLA agreement
• Ensure Access and  Master data  to all applications are managed accurately .
• Proactively review all environments to ensure the mitigation of risks .
• Build a sustainable working relationship with customers to ensure good customer service .
• Work with both internal and external teams to drive root cause resolution of incidents logged
• Enhance and maintain applications that conform to user requirements and specified architectural design.
• Solving technical problems
• Conduct post implementation monitoring and support
• Mentor junior support associates

Qualifications

• IT Diploma or Degree
• Excellent business knowledge in supply chain or retail environment & great with people
• 4+ years’ working experience with:
• SQL Server
• Logging and monitoring
• Data Analysis
• Microsoft Excel at an advanced level
• Handling escalations from junior team members and guiding them appropriately
• Troubleshooting, applying fixes where appropriate and root cause analysis
• Working with developers on addressing escalated fixes.