AdaptIT Vacancy Application Details

Adapt IT
Simphony Support Agent

Position Title: Simphony Support Agent

Position reports to: Line Manager Manager

Direct Reports: N/A

Office Location: Adapt IT Johannesburg Campus

PURPOSE OF THE POSITION

The symphony Support position is a support desk senior function within the organization.As such the
position comes with a high degree of accountability and responsibility. The below list is not exhaustive
it merely represents a brief summary of some expectations

PRIMARY RESPONSIBILITIES FOR THE ROLE

• Look after all server repairs and make sure we always have availability

• Ensure that you are logged in your phone and available to take client escalations.

• Monitor and manage the assignment of calls within the team and to other teams.

• Monitor all cases older than 5 days

• Ensure that problems or complaints are actioned without delay and that effective follow-up

action takes place to avoid recurrence.

• Provide technical support on escalated issues.

• Effectively delegating shift tasks and ensure accomplishment after hours.

• Address all irregularities within the team with management

• Identify and advise management of procedures that may require updating or reviewing within the

team/business.

• Implement and maintain procedures which contribute to increased efficiency in terms of

customer support, i.e. functionality, reporting, automated tasks, etc.

• Load servers with correct images to go to site

• Any other tasks deemed appropriate.

• Identify repeat issues & assign to the appropriate team for long term solution.

• Ensure MOS cases are monitored and escalated

• Document and publish materials related to training.

• Evaluate staff needs for training and development.

• Providing appropriate training to the team members.

• Do boot camps when requested

• Make sure there are no cases older than a month

• Do installations when necessary

• To provide telephonic / remote / onsite support for all Micros products

• Clients on ‘Stop-Support’ are not to be support without the authorization by Management.

• To ensure accurate and timely updates of logged support issues one the in-house call logging

system.

• To be aware of escalation procedures as communicated from time to time. Escalation procedures

may vary for corporate accounts.

Adapt IT
Simphony Support Agent

• To make sure the billing process is adhered to with regards to chargeable calls and managed with

the help of account managers and projects. *

• Be responsible for interaction with customers via email, telephone etc.

• Research and test problems to confirm, isolate and identify what caused the problem and

solutions. When unable to resolve problems, escalate to the correct channels.

• Maintain all documentation required by Micros.

• Assist with the occasional implementing, testing and writing of any documentation that may be

required.

• Test and troubleshoot new versions prior to release.

• To employ sound decision making when dealing with customer support issues. i.e. escalation,

resolve customer issues in the most efficient manner, in the shortest possible time.

• To maintain effective communication with our customers at all times, through a planned program

of scheduled telephonic conversations and meetings.

• Inform the relevant account managers of support/maintenance issues regarding their clients.

• Attend any relevant training course which is set to improve knowledge on the company’s or

associated applications

• Prioritizing numerous issues of varying severity & service levels and dealing with them

accordingly.

• Collaborating extensively with peers and other teams to drive problem resolution and contribute

in growing the knowledge

• Logging and managing support cases with 3rd parties.

• Dealing with all historical cases – cases include configuration changes, training cases and

balancing queries.*

• Will be responsible for support installs this would include new credit card installs and other

installs deemed necessary.*

• Scheduled patch installs.*

• Support issues with regards to new database role outs.*

MINIMUM QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Contribute to employee welfare and show strong human resource management skills; act in a

consistently fair manner when dealing with employees; enforce discipline and encourage good

performance.

• Actively contribute to the growth and advance of the company by investing and recommending

alternative business models, systems, products, which could potentially contribute to growth or

reduce expenditure.

• Complete any additional projects which may be assigned from time to time. Such projects may

well be outside the scope of the day-to-day responsibilities incorporated in this Job Specification.

Adapt IT
Simphony Support Agent

• Forward relevant product information, fixes, workarounds, known issues, etc… to relevant

personnel within the company.

• To maintain effective communication with our clients at all times, through a planned program of

scheduled telephonic conversations and meetings.

• Keep updated on new technologies available, both on Micros software and hardware products,

3rd Party software and hardware products, as well as general IT technologies, related to our

industry.

• Regularly visit the Micros “Info-Net” intranet site, and read any published “Product Marketing”.

• Inform the relevant account managers of support / maintenance issues regarding their clients

Contact Person: Mandy Barret

Apply Here: https://www.dittojobs.com/jobs/view/121133628