l3 support analyst.

about the job
Providing technical third level support to customers and partners, for resolution of basic to highly complex technical problems related to installation, maintenance, use and repair of company's products

• Analyze Incident analysis and provide resolution within Service Level Agreement (SLA)
• Attending and participating customer meetings in relation to support
• Assist with training to external and internal customers as required
• Be on site to provide an overview of issues as required
• Confirm the issue and liaise with relevant department for fix or functional modification
• Coordinate and plan for release into support upon discussion and confirmation
• Developing checklists for reoccurring problems.
• Developing recommendations for procedures to prevent problems.
• Documenting common support procedures that coworkers can follow.
• Engage with development team to deploy fixes and maintenance releases to production site
• Evaluating and resolving complex problems that arise
• Follow up escalation, incident, problem, or request for change by the customer
• Information gathering for project transition / support handover as required
• Interface with customers and customer agents, escalating as required to keep relevant stakeholders updated and informed of the issues and communications with customers
• Monitor support team mailbox and assisting correspondence
• Performing root causes analysis (RCA) and work through the root cause wherever possible
• To act as the first escalation point for customers
• To be a Subject Matter Expert (SME) for at least one of our products
• Troubleshooting hardware and software issues

Requirements:

• Tertiary qualification in Engineering, Computer Science, or relevant field
• Experience supporting payment systems (e.g. banking/finance industry)
• ITIL Foundation certificate or professional Help Desk certification
• Knowledge with VBA, XML and JSON
• Knowledge of electronic payment systems and relevant security standards
• Knowledge of ITIL service management processe
• Knowledge of retail systems (particularly in the petroleum industry)