- Deliver a first-class service to our customersAnswer questions and troubleshoot issues quickly and efficiently.Provision of high-quality updates to customers on a regular basis.Correctly set the customers' expectations.Deliver on promisesProvide training to members of the team to maintain standards
- Ensure all cases are progressed in line with InspHire SLA's
- Take personal responsibility for own tickets and ensure all parties are kept updated
- Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
- Team Working: Technical lead in department, manages continuous improvement activities/projects, proactively shares knowledge, help during times of leave/absence
- Leading by example, always display a positive and can-do attitude – advocate of company
- Proactively design and implement solutions to improve customer experience
- Mentor and provide feedback on team members, ensuring quality levels are maintained
- Be curious to change, evolve and develop in ways that help us better serve our customers.
- Significant experience in a similar application support role for a complex ERP system
- Strong investigation skills into complex issues to a data or code level
- Demonstrable experience in a similar IT support role, including:Strong MS SQL Server database experience:writing and running traces/scriptsperformance analysistriaging data anomaliesproviding root cause analysis back to application code/system activity/hardwareMS SQL Server toolsets and processesExperience with programming languages, preferably VBExperience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)Experience and knowledge of:LAN/WAN networkingGeneral networking concepts (TCP/IP, DNS)
- Always display a "customer first" attitude
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Ability to troubleshoot and strive for first time resolution of issues.
- Consistently produce high quality and detailed work
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Appreciation for all products and services in the inspHire offering
- Experience and knowledge of:Virtualisation technologiesCloud (MS Azure) technologies
Senior Support Analyst - Johannesburg, South Africa - Kerridge Commercial Systems
Description
"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
inspHire is a market leader in the development and provision of rental industry ERP software.
Senior Analyst role provides 1st and 2nd line software application support.
Working in a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications.
Communicating via multiple media – phone, e-mail, chat.
Creating documentation and delivering customer and staff training where required.
Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites.
Covering global support hours on a rota basis, including night shifts.
Key Responsibilities:
Your responsibilities include but are not exclusive to:
Key Requirements:
Essential
Desirable
Company Info
inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry – wherever they are in the world.
With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.
Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work.
Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.