SNR Tech Support Manager – Roodepoort – ISV – negotiable upto R80k ctc per month

An exciting opportunity to work for a global Tech firm has opened up; clients current Tech Support Manager has been promoted and moved to the US making a replacement for the South African business critical.
This is a high expectations but high rewards type role; it requires someone who has reached veteran status in this field.

Your role:
• You will ensure a very consistent and responsive level of support for our customers through 3rd line support. Acting as a point of escalation and using your cross-functional communication skills, you will be a core player in ensuring our external customers continue to be ridiculously happy.
• Oversee Troubleshooting using standard tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.for both installed and cloud software.
• Drive resolution of customer issues through hands-on involvement and constant communication; Act as a point of escalation for customer support cases.
• Track both customer and internal issue progression, action plans, interactions and resolution.
• Develop highly effective cross-functional relationships throughout the company to ensure timely resolution of customer issues and requests.
• Assist with release and patch testing and other new feature processes.
• Enable customers and support self-sufficiency by capturing knowledge and writing technical documents for internal and external consumption.
• Proactively analyse inbound tickets for potential monitoring improvements.

Experience needed:
• Demonstrable experience providing highly responsive end-user software support.
• Exceptional problem solving, decision and critical thinking skills; expert organization and prioritization skills.
• Collaborative and highly diplomatic; able to assist multiple departments as needed.
• Effective communication style to provide technical expertise that adjusts based on audience.
• Experience with supporting a variety of information systems deployed in an enterprise environment.
• Preferred: Strong background with software development tools and methodology and processes such as .NET, C#, SQL, HTML and enterprise implementations

Reference Number for this position is jp34049 which is a permanent based in Roodepoort offering a salary of R80k per annum cost to company.

The time for change is NOW! e-Merge IT recruitment are specialist niche recruiters with a wide range of positions available in the Microsoft stacks including C#.NET, ASP.NET, MS SQL Server; Biztalk, Sharepoint – MOSS, Dynamics suite of products as well as tools like WCF, WPF, WF, Silverlight but also including Agile / Scrum based roles. We offer researched positions with top companies to strong technical candidates. Email Jason on Jason@e-merge.co.za or call him on 011 463 3633 to discuss this and other opportunities.

Check out our website www.e-merge.co.za for more positions that might be right for you. Do you have a friend who is a technology specialist? We pay BIG CASH to you if we place a friend that you sent us

If you have not heard from e-Merge IT within 2 weeks, please consider your application unsuccessful for this position