Service Analyst

Kerridge Commercial Systems; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading global software provider is looking for an Infrastructure Event Management Analyst to ensure effective system monitoring and provide technical support in a hybrid work environment. The role involves working on a rotating 12-hour shift, handling system events and alerts using monitoring applications. Ideal candidates will have a strong IT background, relevant certifications, and excellent problem-solving skills, with a passion for quality customer service. This position offers a chance to grow with an expanding company that values diverse talent.

Benefits

Hybrid work model

Continuous learning opportunities

Inclusive workplace culture

Qualifications

• Sound understanding of modern IT equipment, including PCs, Networks and Routers.
• Ability to troubleshoot problems logically and escalate when necessary.
• Experience working both in a team and independently.

Responsibilities

• Continuously monitor systems and networks to detect and address issues.
• Provide round-the-clock support for hardware, software, and network issues.
• Maintain accurate records of issues and solutions.

Skills

Technical Support

Problem Solving

Interpersonal Skills

Attention to Detail

Time Management

Education

Relevant IT Certifications (e.g., CompTIA A+, Network+)

Tools

Monitoring Applications

Windows Operating System

Linux (bonus)

Job description

At Klipboard 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.

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP / SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

You will be required to work as part of a rotating 12 Hour Shift pattern (Days / Nights) providing a 24-7 service.

The Infrastructure Event Management Analyst is responsible for identifying and reporting (when applicable) all system events relating to Klipboard’s Global Services. The identification of Events & Alerts is generated through the use of monitoring applications, wallboards.

In collaboration with other support teams, the Event Management analyst will ensure that all customers are setup & working in the Monitoring application and that all new environment creations include the correct monitoring matrices that have been agreed upon, which include server health, filesystem space, backup success / failure and the like.

Key Responsibilities

• System Monitoring: Continuously monitor systems and networks to detect and address issues
• Technical Support: Provide round-the-clock support for hardware, software, and network issues
• Troubleshooting: Diagnose, elevate and resolve technical problems quickly to minimize downtime.
• User Assistance: Respond to user inquiries and provide guidance on IT-related matters.
• Maintenance: Perform regular maintenance tasks, including updates and backups.
• Customer Service: Strong interpersonal skills to interact effectively with users at all levels of the organization.
• Documentation: Maintain accurate records of issues and solutions for future reference.

Skills, Knowledge and Experience

• Have a sound understanding of modern IT equipment, including PCs, Networks, Routers, Switches, Storage Area Networks and the like; be IT literate and have basic Windows operating system knowledge (Linux knowledge will be a bonus).
• Have the ability to work through basic problems logically, suggest solutions and be able to recognise when problems or situations need to be escalated.
• Have the ability to work as part of a team, but also be able to work alone when necessary.
• Have the ability to understand why excellent customer service, time keeping, and flexibility, matters.
• Possess good written and verbal communication skills, have attention to detail and sound time management skills.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) would be an advantage.

Company Info

Klipboard is transitioning from Kerridge Commercial Systems (KCS) to its new brand, Klipboard, bringing together expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices worldwide and are looking for talented individuals to join our growing teams. Join us as we enter the next chapter of our expansion.

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.