Service Desk Analyst – TeamMate

PwC; Johannesburg; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in auditing services is seeking a motivated individual to provide 1st line support for their TeamMate Audit Management System across Southern Africa. The ideal candidate will possess strong technical skills, particularly in Windows and SQL Server environments, to assist clients effectively. Responsibilities include managing support calls and resolving technical issues while contributing to the in-house knowledge base.

Qualifications

• Minimum of 2 years experience with IIS and Windows configuration.
• Experience with SQL Server for database tasks.
• Understanding of network concepts and IT infrastructures.

Responsibilities

• Provide 1st line support for TeamMate Audit Management System.
• Resolve technical and product issues reported by users.
• Maintain support calls in an internal tracking system.

Skills

Networking

Troubleshooting

Windows Server configuration

SQL

IT Security knowledge

Customer Service Focus

Tools

IIS

SQL Server

Windows OS

Visual Studio

Job description

ob Purpose:

• Responsible for providing 1st line support of the TeamMate Audit Management System, Controls Management tool and Analytics tool for internal auditors (external customers) and internal teams (sales, consultants etc) in Southern Africa
• Acquiring and providing in-depth knowledge of the TeamMate software technically and functionally to assist TeamMate clients in implementation, migration, configuration and on-going support on TeamMate product suites (TM+, TMA and AM)
• Ability to resolve technical problems and app workflow issues through detailed assessment, logical process and high attention to detail

Responsibilities:

Primary:

• Resolve all technical and product related issues reported by users via e-mail, telephone and remote access.
• Create, maintain and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.
• Contribute to the richness of the in-house knowledgebase with up-to-date solutions
• Test and identify defects by documenting in the tracking system for the attention of the development team.
• Provide operational and installation support of Windows desktop and TeamMate applications along with technical support to internal sales and training efforts.
• Liaise with internal escalation, development and functional teams for issue resolution

Additional:

• Participate in TeamMate user conferences with the provision of client technical training and support Q&A.
• Participate in preparation of hardware/software in lead up to forum meetings and sales conferences.
• Participate in system or acceptance testing of new releases of the software received from the development team.

Experience and Skill Requirements:

Qualified Candidates Must Possess:

• Understanding of core concepts involved in networking, operating systems and web servers
• Ability to identify and troubleshoot software usage in varied environments
• Experience in handling mission critical applications operating in large/complex IT infrastructures
• Solid understanding of SAAS solutions (Cloud)
• QA skills - Issue Reproduction, Configuration of Systems
• Ability to read and understand code at a basic level
• Ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (NTFS permission, folder structure, maintenance)
• Minimum of 2 years of experience working with IIS 6 or higher, demonstrate the ability to add web sites or create virtual directories, configure HTTP handlers (ISAPI, ASP.NET), and set NTFS permissions
• Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler-
• Understanding of concepts such as .NET, WCF, WPF, Web Services as related to applications and their configurations
• Experience or knowledge of SSL and load balancers
• Solid understanding of relational database schema and concepts required
• Familiarity of popular web browsers (IE, Chrome) and underlying settings
• Experience with tools such as regedit, procmon, wireshark, fiddlercap and SQL profiler.
• IT Security knowledge
• Some clients have limited technical knowledge and do not have English as their first language. English fluency in business and IT language is essential.

Desirable Skills:

• Programming Language Order of Preference: SQL, Microsoft.NET (C# or VB.Net), ASP.NET/JavaScript, XML/HTML, C++
• Experience using Debug Tools a plus
• Experience with development environments such as Visual Studio
• Knowledge in Vcentre/VMWare
• Additional language skills in major EMEA languages would be a plus.
• Industry certifications such as CompTIA, Microsoft Certified Professional, etc.
• Powershell scripting

Personal Attributes:

• Candidate must be a motivated self-starter with the ability to manage their time.
• Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have.
• Ability to work independently without supervision and as part of a team.
• Able to perform well under pressure.
• Highly motivated to succeed with a strong customer service focus.
• Building internal and external relationship networks.
• Ability to think outside the box
• Creative thinking