Job Description

We're looking for a Senior Support whizz to join our Tech team,in the Supply Chain & Logisitics space!



Qualifications: IT Diploma or Degree

Excellent business knowledge in supply chain or retail environment & great with people

4+ years' working experience with:

SQL Server

Logging and monitoring

Data Analysis

Microsoft Excel at an advanced level

Handling escalations from junior team members and guiding them appropriately

Troubleshooting, applying fixes where appropriate and root cause analysis
Working with developers on addressing escalated fixes.

Responsibilities: Ensure the timeous and effective response to second line support queries & problems to resolve issues arising from the use of applications and escalate queries where the issue cannot be resolved.

Analyse trends in incidences reported & resolved to provide insights to developers and IT teams on areas of concern or repeated problems within applications or systems

Document the process applied and resolution used to resolve incidences to maintain a library of knowledge to be shared with support & IT teams .

Ensure incidents are resolved as per SLA agreement

Ensure Access and Master data to all applications are managed accurately .

Proactively review all environments to ensure the mitigation of risks .

Build a sustainable working relationship with customers to ensure good customer service .

Work with both internal and external teams to drive root cause resolution of incidents logged

Enhance and maintain applications that conform to user requirements and specified architectural design.

Solving technical problems

Conduct post implementation monitoring and support
* Mentor junior support associates