National Office – End User Support Technician at Legal Aid South Africa

KEY OUTPUTS

• Responsible for the provision of application maintenance and support services to users of Legal Aid South Africa. The incumbent will investigate problems with software applications, diagnose root causes and work on fixing them.
• The position reports to the Business Application Software Manager and works closely with other IS Specialists.
• Receive and attend to logged incidents for support from business users, investigate problems and other requests for support and determine appropriate actions to take. Prioritise requests in accordance with agreed criteria.
• Provide correct responses to logged incidents by means of writing SQL queries, making modifications to system parameters, developing work-around; track, recreate and route workflow tasks and processes, provide training to business users and escalation of incidents to 2nd and 3rd party service providers.
• Monitor progress of requests for support and ensure users and other interested parties are kept informed.
• Monitor application logs, messaging systems and application pools, services and report any anomalies to ensure system availability.
• Assist in testing newly developed applications, system enhancements and bugs.
• Perform daily systems monitoring and integration checks.
• Monitor and resolve daily PPU payments errors.
• Collaborate with other technical personnel in performing root cause analysis.
• Proactively enable the 2nd line to resolve incidents without undue escalation.
• Participate in the daily agile scrum session towards ensuring high quality delivery.

COMPETENCIES (SKILLS, KNOWLEDGE AND ATTRIBUTES) REQUIRED                                               

• A recognised Grade 12 certificate plus a three (3) year Computer qualification obtained at a University/Technikon, or other acknowledged tertiary institution.
• Three (3) years relevant work experience in an IS Department.
• A sophisticated collaborative style is advantageous.
• Experience with querying databases using SQL.
• Service excellence imperative.
• Multi-level and diverse stakeholders.
• Complexity in coordinating across organisational levels.
• Networking with relevant stakeholders.
• Integration across all the business units.
• Effective working relationship with the IS team.
• Excellent analytical skills, business acumen, the ability to deal with ambiguity, meet demanding deadlines and manage projects.