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Johannesburg: CRM Maintenance Engineer (BSS)

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Job Description

Main Purpose of the Role. To ensure that processes and Routine Maintenance activities (Monitoring, backup, upgrading, patching and so on) of the CRM are done according to schedule to meet SLA. Summary of Responsibilities: Preventative maintenance (installation of service packs, patches, hot fixes, etc.) Fault Resolution – Service Restoration – Escalation to 2 nd Level – Record, track, and document the resolution process and decisions taken through to final resolution. Analyze trends for ways to prevent repeated future problems. Communicate CRM Application issues to management, development teams, end users, and unit leaders. Participate in discussions with customer teams and other teams. Test fixes, conduct post-resolution follow-ups, ensure problems have been adequately resolved. Manage, Mentor, assign work to, and organize training for junior CRM operation team members. Develop new report format and structure based on new requirement and Generate reports for external client. Identify, assess and manage risks within CRM domain, and react to risk as required. Perform security checks for all operations and audit all changes. Ensure correct procedures are followed to shut down and bring the system up Identify and learn appropriate software applications used and supported by the department. Collaborate with service integration and business architects in conceptualizing and development of new solutions and applications. Take charge of various KPIs of CRM. On-demand data querying, exporting and importing. Requirements: 4 Years Experience in maintenance of CRM in Telecoms, Experience in development and implementation would be an advantage (e.g; Saleforce, ICX, Clarify, Sybrin, AMDOCS, etc). A Degree / Diploma in Computer Science, Telecommunication, System design or similar. Basic Knowledge and Understanding of Programming / Software Development Tools and Languages (C++, UNIX, Oracle). Knowledge of database queries like PL/SQL and SQL. Soft Skills Required: Good customer service attitude, excellent communication, Logical thinking approach and strong problem-solving skills.

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About IT / Computing / Software Jobs in Gauteng

In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.

Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.

Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.

The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.

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For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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