Support Engineer

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

TIH in Johannesburg seeks a candidate for IT operation support, delivering first-line user assistance and ensuring queries are resolved efficiently.

The role emphasizes adherence to policies, internal processes, data management, and continuous capability building within a financial services context.

Qualifications

• 2+ years experience in IT operation support.
• Experience in call centre environment is advantageous.
• Experience in Financial Services Industry is advantageous.

Responsibilities

• Provide first line user support and guidance to resolve queries.
• Ensure adherence to internal policies and procedures and regulatory codes of conduct.
• Support internal clients and maintain courteous interactions to ensure a positive experience.
• Schedule work and coordinate tasks with support services and allocate short-term tasks as needed.
• Produce, update and provide best practice support on MS documents, databases and other systems.
• Assist with data management systems and provide related support and advice.
• Perform usability testing for new functions before going live.
• Develop and maintain skills through training and coaching.

Skills

User Support

Operational Compliance

Client & Customer Management

Work Scheduling

Administration

Data Management

Usability Testing

Personal Capability Building

Education

Grade 12 / SAQA Accredited Equivalent

Job description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Deliver an efficient first line support to business to ensure tasks are directed to correct business areas for resolutions and to provide the relevant feedback to business.

Responsibilities

User Support

Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business. Ensure a timely and effective response and resolution to user queries and problems in line with service level agreement and provided processes. Provide technical support on IT and business-related projects as and when required.

Operational Compliance

Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Client & Customer Management (Internal)

Help manage internal clients by carrying out standard activities and providing support to others. Ensure a positive experience for internal clients by having courteous interactions with them.

Work Scheduling and Allocation

Organize own work schedule to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Administration

Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Provide administration service on client profiles, policy information reflected on web and exchange services when requested.

Data Management

Help others get the most out of data management systems by providing support and advice.

Usability Testing

Perform a broad range of tests that required detailed assessment, measurement and judgment. Perform usability testing with new functions that go live.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

Grade 12 / SAQA Accredited Equivalent (Essential) (Required)

Experience

2 or more years experience in IT operation support (Essential); Experience within the call centre environment and systems (Advantageous); Experience in Financial Services Industry (Advantageous).