Support Specialist (AS400) - DURBAN

Job Purpose

To provide first-line remote operational and technical support for incidents, service requests, and scheduled activities across business-critical distribution centre systems in a 24 x 7 environment.

The role is responsible for ensuring service continuity through effective incident diagnosis, timely resolution within defined support boundaries, and appropriate escalation to Tier 2 support teams where required. The position plays a key role in maintaining stable warehouse operations, while also supporting selected finance, desktop, and enterprise applications, and delivering consistent service standards in a shift-based environment.

Responsibilities

Incident and Request Management

• Log, prioritize, investigate, and manage incidents and service requests.
• Troubleshoot and resolve issues within defined support boundaries.
• Escalate unresolved incidents with complete supporting information.
• Maintain ownership and provide regular communication through to resolution.

Operational Support

• Execute operational tasks including reporting, backups, end-of-day processes, and system monitoring.
• Support business continuity and escalate operational issues when required.
• Provide first-line support, initial diagnosis, user assistance, monitoring, and incident triage for systems including but not limited to the following.

o AS400

o SAP S/4HANA, EWM, SAP Fiori and others

o Azure Virtual Desktop (AVD)

o Microsoft Office 365

o Desktop and warehouse technologies

Where issues fall outside defined support boundaries, escalate to the appropriate Tier 2 or specialist support teams with complete diagnostic information:

Documentation and Communication

• Maintain accurate ticket updates and documentation.
• Produce clear shift handovers.
• Deliver professional customer support and communication.

Shift Responsibilities

• Participate in rotating shifts within a 24 x 7 operation.
• Work weekends and public holidays as required

Qualifications

Matric

IT Diploma/Degree or equivalent experience

Experience

25 years experience in an IT Service Desk or Application Support environment

Experience in a remote support role

Advantageous

Warehouse, retail, or supply chain support experience

SAP support exposure

Experience in a shift-based environment