Technical Support Specialist: Cloud - Midrand - Mustek Limited

    Mustek Limited
    Mustek Limited Midrand

    1 week ago

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    Description

    Job PurposeTo support this role, the Support Specialist will assist resellers with onboarding, console training, first-line support, POC/demo, product knowledge and account creations.

    Responsibilities

    Technical Support

    1. Assist resellers and internal teams with technical queries related to products and basic setup.
    2. Provide first-line support for all brands in the Mustek Cloud & Software Portfolio.
    3. Onboard resellers to various vendors' programs and consoles.
    4. Ensure common issues and resolutions are communicated with the software/cloud team regularly.
    5. Aid resellers in migrations and deployments.
    6. Manage support tickets.
    7. Vendor console management.

    Inter-Company Relationships and Communications

    1. Maintain and build trusted relationships with vendors, cloud teams, and sales.
    2. Provide a Service Level Agreement (SLA) for internal and external queries regarding responding to emails and telephone calls on time.
    3. Communicate professionally within all areas of the company.

    Product Knowledge

    1. Stay up-to-date with vendor roadmaps and changes, specifically for key vendors from the Cloud & Software Portfolio.
    2. Maintain a sound level of knowledge on public cloud technologies.
    3. Develop and maintain a deep understanding of vendor licensing.
    4. Ensure you are always up-to-date with Microsoft's operations procedures and tools relevant to job functions.
    5. Keep certifications up-to-date for relevant Cloud & Software vendors within the Cloud & Software Portfolio.

    Administrative

    1. Write detailed and effective reports highlighting issues and escalating them to management in a timely manner.
    2. Assist with general administrative tasks as required.
    3. Ensure and maintain proper record-keeping and filing.

    Sales & Operations Backup

    1. Provide quotations to resellers.
    2. Conduct call-downs to the reseller base to drive sales priorities.
    3. Ensure CRM systems are adequately updated as required based on interactions with customers.
    4. Assist with quotations on renewals and recurring billings to ensure they are completed on time.
    5. Act as backup for Software Operations as required. Duties include but are not limited to:
    6. Processing orders on vendor systems and tools.
    7. Processing purchase orders and invoices on CRM systems and tools.

    Qualifications and Experience:

    1. Minimum Matric requirement.
    2. Microsoft 365 Certified: Fundamentals Certification.
    3. Microsoft Certified Solutions Expert (MCSE) Certification.
    4. Microsoft Certified Azure Fundamentals.
    5. 1+ year experience in a technical support environment.
    6. Windows Server 2012 R2 to Windows Server 2019 upgrade.
    7. Exchange online migration.
    8. Cloud deployment and maintenance.

    Skills and Knowledge

    1. Computer knowledge, specifically MS Office applications.
    2. Adequate knowledge of budgeting, sales principles, etc.
    3. ICT industry knowledge.
    4. Establishing sales leads, building, and maintaining customer/stakeholder relationships.
    5. Excellent motivational skills.
    6. Excellent organizational skills.
    7. Sound written and verbal communication skills.
    8. Networking skills.
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