Technical Services Specialist

We are currently looking for a full-time Technical Services Specialist to join our team in Pretoria - South Africa.

The Technical Services Specialist’s primary role is to further review cases that other roles within the department have been unable to resolve and to help train and mentor other roles on how to resolve issues. It is also a pivotal role that acts as a liaison between departments prior to new product releases.

Key Deliverables and Responsibilities

In Office

1. Investigate cases where other Technical Services roles are unable to resolve, which include Bug Cases, Inquiry Cases and Feature Cases.
2. Coordinate between cross-functional teams (Development, Quality Assurance and Client Services) to release new product versions.
3. Maintain duplicate system environments of existing clients for testing and troubleshooting purposes.
4. Review and contribute to product documentation.
5. Provide technical input to Sales and Marketing departments on new opportunities and projects.
6. Audit customer sites which include configurations, settings, procedures and anything applicable.
7. Train new Technical Services members.
8. Transfer knowledge and skills to ensure increased skill base for global support.
9. Perform Triage Desk “1st line support function.”
10. Support, develop, mentor and train Tier 1 resources.
11. Perform successful implementations and upgrades.
12. Conduct site surveys in preparation of deployments.
13. Coordinate resources from mine staff as required.
14. Provide one-on-one and classroom training on the use and administration of the system.
15. Troubleshoot software, hardware and network issues.

Experience and Knowledge

1. 10+ years of user and admin support experience for an enterprise class software system.
2. Advanced knowledge, understanding and experience with Fleet Management Systems.
3. Mining experience/knowledge would be an asset.
4. Databases SQL (advanced administration ability).
5. Real-Time software systems.
6. Mobile Computing.
7. Windows networking experience.
8. Advanced knowledge of WLAN, subnets and different levels of firewall.
9. Windows server administration (expert).
10. Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems.
11. Advanced knowledge of serials and CAN Bus connections.
12. Advanced knowledge of VPN configuration.

Skills and Abilities

1. Strong technical, analytical and problem-solving skills, with an ability to think outside of the box.
2. Ability to follow investigative processes.
3. Strong ability to plan and prepare for projects.
4. Solid written and verbal communication skills.
5. Strong presentation skills and ability to transfer knowledge.
6. Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations).
7. Strong ability to work effectively both in a team environment and as an independent contributor.
8. Ability to prioritize and multi-task based on customer and business needs.

Nice To Have

1. Diploma in Electronics, Engineering, Computer Science, Mechatronics, or a related IT or mining discipline or practical experience to an equivalent level, preferably in mining.

Travel

1. Minimal travel required. Maximum of 20%.

Why Join Wenco?

1. We provide opportunities for career growth within a fast-scaling global company.
2. We invest in continuous training and professional development (in-house and external) to learn the latest technologies.
3. We offer flexible remote work arrangements.
4. We offer our employees an attractive profit-sharing plan that provides them with the benefits of their hard work.
5. We have a referral program – work alongside your friends and receive from $3000 to $5000 (equivalent to Canadian currency) for each successful referral!
6. We are heavily involved in the community and join various events of non-profit organizations.
7. We pride ourselves on our company culture (over the last 5 years we have scored between 97% and 100% in our employee surveys on Inclusion and Diversity in the workplace).
8. We have free counselling for you and your family via our EAP helpline.