Senior Support Engineer

Senior Support Engineer

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Deliver an efficient first line support to business to ensure tasks are directed to correct business areas for resolutions and to provide the relevant feedback to business.

Responsibilities

• User Support – Manage a medium user support area with guidance from senior colleagues, develop a user support plan and deliver activities and solve complex issues to meet user support standards.
• Timely response – Provide timely and effective response and resolution to user queries and problems in line with service level agreement and provided processes.
• Technical support – Provide technical support on IT and business-related projects as and when required.
• Operational Compliance – Maintain and renew deep knowledge of the organisation's policies and procedures and relevant regulatory codes.
• Client & Customer Management – Act as a business partner to internal customers and manage relationships.
• Work Scheduling – Assign short‑term work schedules to a team of subordinates.
• Administration – Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems.
• Data Management – Help others get the most out of data management systems by providing support and advice.
• Usability Testing – Use product specifications to design test procedures and standards.
• Personal Capability Building – Develop own capabilities by participating in assessment and development activities.

Education

Grade 12 / SAQA Accredited Equivalent (Essential)

Experience

6 or more years’ experience in IT environment (Essential); Experience in a support role (Advantageous); Experience in Financial Services Industry (Advantageous).

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