1st Line Support Specialist at Sanlam Group

What will you do?

• The successful candidate will join the organisation in the role of a 1st Line Support Engineer. The incumbent will be part of a highly dynamic team working in a structured process driven environment. 
• Guided by the Operations Manager and the Support Team Lead, this role will be responsible for monitoring systems in production, issue tracking & resolution and call management and routing. 

What will make you successful in this role?

• Proactive end-to-end monitoring of solutions to ensure completeness and availability.
• Provide daily health check reports to the required stakeholders on systems in production.
• Engage with all stakeholders to resolve technical issues experienced within SLA.
• Engage with Technical Data Stewards when data is not received as per schedules or not at the right quality as per controls. 
• Communication to all stakeholders when required (e.g. incident updates, etc.)
• Testing after Platform changes.
• Identify, design, and implement internal process improvements: automating of manual processes etc.
• Monitoring and routing of helpdesk calls received.
• Ensure call quality.
• Logging of calls.
• Ensure calls are timeously updated with information as per SLA.
• Call tracking till resolution within SLA.
• Ensure all Support processes are documented and up to date.
• User onboarding (including documentation, session to confirm all is software & access is working, training).
• User offboarding.

The complexity and variety of the most common challenges and problems:

• Delivering in a complex analytic environment
• Working with a high need for information security
• Diligence required when resolving data and technical issues and interacting with other support teams.
• Demanding business community

How the job will typically impact the business and where the impact will be felt:

• Information is an asset and it can be used strategically to gain a competitive edge in the market, hence
• Timely delivery required – information is key to business decisions
• Accurate delivery required – information is key to business decisions
• Access to information – information is key to business decisions

Qualifications

• National Diploma in and IT related discipline
• ITIL Foundation

Experience

• 1+ years’ experience as a 1st Line Support Engineer in a data environment 
• SQL development
• Experience working on SAP Hana 
• Ability to read and understand procedural code 
• Service Desk related experience 
• Service management experience (incident management, request management, etc.)would be advantageous

Knowledge

• Good customer service skills and confidence with verbal and written communication
• Understanding of basic data engineering principles
• Background in writing basic navigation SQL
• Understanding of data warehousing principles based on Kimball and Vault patterns 

Knowledge and Skills

• Database Knowledge
• IT Data Analysis
• Data Security
• Risk Management
• Reporting and Administration

Personal Attributes

• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Plans and aligns - Contributing independently
• Optimises work processes - Contributing independently

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Closing date: 12 May 2022