Technical Support & Solutions (TSSA) serves both internal IT and external customers in providing current, future and internal customers with technical support related to software solutions offered by Addcom Technologies.

The TSSA is responsible for ensuring external and internal customers are getting the service they subscribed to according to provided Service Level Agreements, escalating to external suppliers as required. The TSS is responsible for coordinating with customers for the understanding and commissioning of software solutions and services and follow up on technical issues, liaising with suppliers as required. This role includes inhouse software development to provide automations and efficiencies with internal business processes and for customers. This role would suit a new graduate or someone looking to take the next step to be part of a dynamic and growing IT services organisation, with opportunities for career growth.

Technical Support & Solutions

 Respond to calls logged via different channels (calls, email, ticketing system etc.) in a professional and timely manner.

 Seek help from other colleagues or partners and provide help to others when needed.

 Escalate calls when needed and follow them up until resolution is achieved.

Troubleshooting and Backup

 Ability to diagnose performance issues on systems, suggest solutions and implement them.

 Perform backup and restorations on servers as required.

Documentation

 Document steps taken to resolve unknown issues and ensure information is shared with the rest of the team for future reference.

 Transfer knowledge acquired either on the job or in a training room.

Implementation

 Installation of software solutions and applying customisation as required on servers, desktops and laptops.

 Generate Implementation reports as required by the organisation SLAs.

Training

 Train users either online or in person on how to make the best use of solutions implemented by Addcom Technologies.

 Answer enquiries clearly and concisely.

Process Improvement

 Suggest improvements to current processes and help implementing them when approved.

 Report any system abnormalities, propose and implement solutions for such issues

 Keep knowledge up to date by attending training, seminars, webinars etc.

Development

 Usage of low code, scripting and web applications for internal and customer use. Knowledge of Software Development Methodologies

Minimum qualifications:

§ Tertiary qualified in IT, systems or a similar technical discipline.

§ Sound technical knowledge of Windows Servers (2008 R2 – current), Microsoft Windows (versions 7 – current) and Office Suite (2010 – current).

§ Basic knowledge of data networks

§ This role would suit a Graduate.

Mandatory requirements:

§ Ability to communicate clearly both verbally and in writing.

Essential experience:

§ Experience in a technical support role.

§ Software Installation & Configuration experience.

§ Basic knowledge of web based solutions for software as a service delivery

Desirable experience:

§ Working experience with firewalls (eg: Cisco Meraki) and other networking equipment.

§ ITIL foundations certificate, MCSA (Microsoft Technology Solutions Associate) and CCNA (Cisco Certified Network Associate) Networking certificate would be an advantage.

§ Understanding of print and office automation solutions

Experience or exposure to Microsoft Power Platform tools, development languages such as Python, scripting tools, and supporting frameworks such as Flask and Ruby on Rails

Experience with the use and understanding of SQL and database architectures