Durban: IMS 1st-line Support and Tester

About the Role

The IMS 1st-line Support and Tester role provides first-line technical support, participates in software testing and documentation, and contributes to the ongoing development and maintenance of the organisation’s Information Management Systems (IMS). This includes MyGateway, Syspro-integrated systems, Qlik, Power BI, PowerPivot, Power Automate workflows, SharePoint solutions, and PDF-based digital forms. The role bridges user support, software testing, and light development activities — ensuring that changes, enhancements, and user requests are handled efficiently, tested thoroughly, and documented consistently.

Key Responsibilities

• Serve as the first point of contact for IMS-related queries, troubleshooting user issues and logging them accurately.
• Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required.
• Perform basic configuration, data corrections, software, and system updates under supervision.
• Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements.
• Maintain a customer-focused, service-oriented mindset in all interactions.

Requirements

Basic knowledge of SQL and relational databases. Familiarity with Microsoft 365 tools — Power Automate, SharePoint, Excel, and Teams. Understanding of software testing principles and bug tracking workflows. Strong analytical and troubleshooting skills. Excellent written and verbal communication skills. High attention to detail and documentation accuracy.

Qualifications

National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience. 1–3 years’ experience in application support, testing, or related IT function.

Salary & Benefits

Not specified.

Key Relationships

Internal: QA Manager, QA Analyst, MyGateway Developers, BI Team, Data Operations Team, Business Users.

External: System vendors, third-party service providers (as required).

Required Qualifications & Skills

National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience. 1–3 years’ experience in application support, testing, or related IT function.

Success Metrics / KPIs

Timely and accurate resolution of user tickets.

Reduction in recurring issues through effective root cause analysis and feedback loops.

High quality and completeness of test documentation and results.

Improved accuracy and usability of test plans over time.

Improved testing effectiveness through automated testing.

Improved accuracy and usability of business documentation (SOPs, FAQs, templates).

Contribution to small-scale automation or workflow improvements.