Job Description

TECHNICAL LEADERSHIP (5%)

Provide subject matter expertise in systems engineering, troubleshooting, and problem resolution. Stay current with all relevant product offerings and industry best practices. Mentor and train junior team members in technical skills and procedures. Function as an escalation point for complex technical issues, working closely with the help desk team to resolve them efficiently. Foster a customer-centric approach among team members, emphasizing the importance of customer satisfaction.

PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)

Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents. Proactively identify potential issues and develop preventive measures to mitigate them. Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction. Develop and implement best practices and standard operating procedures for incident management and support.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)

Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team. Promote knowledge sharing and contribute to the creation of a centralized knowledge base.

LOGGING AND MANAGEMENT OF TICKETS (20%)

Strictly adhere to internal severity matrix when creating tickets and create tickets according to internal best practice, guidelines, and ticket creation protocol. Effectively identify queries related to settlement, pump issues, and connectivity to accurately reroute tickets. Escalate calls to Diebold Nixdorf (DN) to escalate to third party resolvers. Effectively manage inbound queries through to solution. Engage with internal resolvers to assess progress on ticket and drive resolution. Ensure resolution of tickets within required remote and onsite SLA. Timeously update pending list on the ticket management system. Communicate effectively with various resolvers to resolve client queries through outbound calls. Identify repeat requests and avoid duplication of tickets. Escalate repeat request to Technical Lead for support and collaborate with third level support for RCA (Root Cause Analysis).

SOFTWARE AND SPEEDPOINT TECHNICAL SUPPORT (40%)

Provide second level technical support, addressing issues relating to lost transactions, lost pump data for NetPOS software. Conduct diagnostics for hardware and software. Assist clients through giving step-by-step advice on how to overcome technical obstacles. Deliver support through drawing data logs on client's request. Conduct diagnostics for wireless (i.e., Ping and TraceRT) and engage with the relevant vendors to identify network failures or outages and then route to the required resolvers in line 1 teams. Offer third level support by compiling systems data as evidence in internal investigations where necessary. Provide third level support for DN, through timely email management, initial troubleshooting and initiating of onsite support by engaging the Field Services department. Play a role in contributing valuable insights by escalating issues to the Technical Lead who would then collaborate with the Problem Management team. Contribute to improvement of the existing knowledgebase for troubleshooting steps. Participate in the analyzing of data to identify trends and recurring issues, allowing for initiative-taking problem resolution.

EMAIL AND TELEPHONE CORRESPONDENCE (10%)

Efficiently manage correspondence between customers and second resolvers Logging tickets obtained via email request. Facilitate required follow-ups and post updates with customers.

SYSTEM AND NETWORK MANAGEMENT AND PREFORMANCE OPTIMIATION (5%)

Maintain documentation pertaining to troubleshooting in the knowledge base. Proactively ensure that the client's systems are maintained to the highest levels. Proactively report and address any potential issues swiftly and effectively. Adhere to internal security practices and standards.

CONTINUED DEVELOPMENT (5%)

Stay current with industry trends, emerging technologies, and best practices to recommend and implement improvements to our systems and processes. Complete assigned refresher courses to stay up to speed with industry and internal best practice. Pursue knowledge required for the next level in team.

COLLABORATION (5%)

Ensure effective communication and teamwork Facilitate smooth tranfer of tickets within the team
Job Type: Full-time

Pay: R8000,00 - R8500,00 per month

Education:

Certificate (Preferred)
Location:

Goodwood, Western Cape (City of Cape Town) (Preferred)
Work Location: In person

Application Deadline: 2025/09/16