Technical Support Specialist - Cape Town, South Africa - MSD

MSD

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

This position is to provide critical technical and after-sales support to Beef and Dairy farmers that use our technology.

NATURE AND SCOPE

PRINCIPAL ACCOUNTABILITIES

Provide customer support, whether they be internal or external stakeholders.
Develop and coordinate prioritisation processes to manage technical support in a timely and efficient manner, consistently maintaining a customercentric approach.
Develop processes and protocols to deliver consistent and standardised technical support, ensuring a high customer experience consistently.
Oversee engagement with external third parties to integrate with software systems as opportunities are identified.
Act as the key contact for technical points and the liaison with regional and global technical teams.
Keep abreast of trends, development, and competitors with regards to technology advancements in livestock industries, related animal monitoring, traceability, and software solutions to gain datadriven insights for livestock producers.
Effect and maintain a high standard of communication and cooperation with all internal and external parties, working closely with sales, marketing, other technical and operational divisions.
Assisting farmers with data entry problems or data extraction.
Integration of Dairy Herd Management software and SenseHub.
Assisting farmers with:

- remote installations,
- internet troubleshooting and problem-solving,
- system troubleshooting and problem-solving

Handling and escalation of service calls.
Technical training and upskilling other team members to assist in certain advanced issues.

KNOWLEDGE AND ATTRIBUTES REQUIRED

2+ years in a Technical Support/QA/Dev related role.
IT related qualification or proof of further learning in IT related field.
Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues.
Experienced in TeamViewer use and remotely supporting clients.
Strong analytical and problemsolving skills, as well as fundamental working knowledge of client and serverside scripting, web technologies and communication protocols.
Significant technical experience with Local Area Networking (LAN) in Windows operating systems.
Competency in extending, administering and fault finding in wired, Wireless and VPN network topologies.
Competent with Wireless Point to multi point communications, both 2.4GHz and 5GHz.
Deep understanding of Windows and Linux OS (debugging and internals).
Knowledge and proven experience with writing SQL queries.
Customeroriented with excellent communication (English written and verbal) and interpersonal skills.
Valid Driver's License.
Willingness to travel 2030% of the time.
Basic Agricultural knowledge.

Advantageous

In-Field experience of Installation and fault resolution, in Ethernet interconnected hardware comprising SOHO and commercial quality equipment.
Experience with infield diagnosis and troubleshooting of networked proprietary systems.
Experience with Embedded firmware update/testing and management.
Ability to work methodically, independently and remotely.
Coding skills in one or more OOP languages such as C# / Java.
Knowledge and proven experience with writing SQL queries.
Deep understanding of Windows and Linux OS (debugging and internals).
Knowledge of scripting languages such as Bash / Python.
Experience with embedded firmware update/testing and management.
Knowledge of AFI and Delaval Parlour Management Systems.
Customeroriented with excellent communication (Afrikaans written and verbal) and interpersonal skills.
Technically adaptive, ability to learn new solutions, features/functionality and communicate those in a valueadded way to internal teams.
Continuous learning mindset and detailoriented approach.
Ability to prioritize and switch between a variety of timesensitive issues.
Creativity and ability to think outside the box.
Multitasking, selflearning, highly motivated and a team player.
Afterhours and weekend support assistance to internal team members and customers when required.
Livestock / Agricultural industry experience.

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them.

We are a global team of professionals working together to make a positive difference in animal care and the world's food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products.

We invest in dynamic and compreh