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Western Cape: Technical Support Analyst(German) posted by ATM.SA

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Job Description

Key Responsibilities End-User Support · Handle incoming calls and respond to support emails about product malfunctions (screens, hardware, and content). · Log all issues accurately into ServiceNow and escalate where necessary. · Build and maintain strong relationships with end-users through clear and professional communication. Monitoring & Troubleshooting · Conduct reactive monitoring of error messages and malfunctions. · Perform proactive monitoring when required to prevent outages. · Troubleshoot basic technical issues and provide first-line resolutions. Coordination With Field Services · Work closely with the Field Services team for maintenance, repairs, or hardware swap requirements. · Ensure smooth case handovers and follow up where needed. Record Keeping & CMDB Updates · Update the CMDB (Configuration Management Database) after hardware swaps or replacements. · Ensure all devices and configuration details are accurately captured. Additional Duties · Perform other ad hoc tasks related to the Statement of Work (SOW). · Support continuous improvement by identifying recurring issues. Minimum Requirements · Matric (Grade 12) essential · Clear criminal record · Clear credit check · 12 years experience in a call centre or technical support environment (advantageous) · Basic understanding of hardware troubleshooting and monitoring systems · Experience with ServiceNow or similar ticketing tools (advantageous)

How to Apply

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About IT / Computing / Software Jobs in South Africa

The IT and computing industry in South Africa is rapidly growing, driven by the increasing demand for digital transformation and technological advancements. Typically, this growth translates to a strong job market for professionals with skills in software development, data analysis, and cybersecurity. Generally, the sector offers a wide range of career opportunities across various industries.

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In terms of salary expectations, IT and computing professionals in South Africa can generally expect to earn salaries that are on par with or slightly above the national average. However, it’s essential to note that salaries can vary significantly depending on factors such as experience, company size, industry sector, and specific job requirements. Typically, experienced professionals in high-demand areas like artificial intelligence, cloud computing, or cybersecurity tend to earn higher salaries than those in entry-level positions. Nonetheless, salaries are often within the range of R600 000 to R1 million per annum for mid-level roles, with senior positions potentially exceeding R2 million.

Common skills required for IT and computing roles in South Africa include programming languages such as Java, Python, or C++, proficiency in software development methodologies like Agile or Scrum, experience with data analysis tools like Tableau or Power BI, and familiarity with cloud-based technologies like AWS or Azure. Additionally, knowledge of cybersecurity principles, network administration, and database management are highly valued skills.

The IT and computing industry is a significant sector across various industries, including financial services, technology, manufacturing, and healthcare. Many companies in these sectors require skilled professionals to develop, implement, and maintain their digital solutions. Typically, the finance industry requires specialized IT talent for areas like risk management, compliance, and anti-money laundering.

For those looking to pursue a career in IT and computing, common career progression paths include working as an individual contributor, moving into team leadership roles, or taking on senior technical positions. Many professionals also choose to specialize in emerging technologies like artificial intelligence, blockchain, or the Internet of Things (IoT). With ongoing training and development, individuals can stay up-to-date with the latest industry trends and advancements, positioning themselves for success in this rapidly evolving field.

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



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