Legal Aid SA is a reliable employer, having earned the prestigious Top Employer SA accreditation for 16 consecutive years. As part of its commitment to staff development, career growth, and creating an inspiring work environment, Legal Aid SA is inviting applications for the role of End User Support Technician.
Key Responsibilities:
The End User Support Technician will be responsible for providing comprehensive support for all application-related issues within Legal Aid SA. The key tasks include:
- Incident Management and Troubleshooting:
The primary responsibility of the technician is to receive and attend to incidents logged by users, which could include problems with software applications or other technical issues. The technician must be able to investigate these issues, determine the root cause, and work on resolving them efficiently. - SQL Querying and System Modifications:
The technician will be expected to write SQL queries to provide correct responses to logged incidents. This may also involve making modifications to system parameters and developing temporary solutions to address specific issues. - Training and Support for Business Users:
An essential part of the role is to provide training for business users to ensure they understand the systems they work with and how to use them effectively. The technician will also escalate more complex incidents to second and third-party service providers as required. - System Monitoring and Reporting:
Daily monitoring of application logs, messaging systems, application pools, and services is critical to ensure system availability. The technician must be proactive in reporting any anomalies and ensuring that issues are resolved promptly to maintain business continuity. - Collaboration and Root Cause Analysis:
The technician will work closely with other technical personnel, especially in performing root cause analysis to solve recurring issues and prevent future incidents. - Agile Scrum Participation:
As part of the agile scrum team, the technician will participate in daily meetings to ensure high-quality service delivery and continuous improvement in the application support process.
End User Support Technician Required Skills and Qualifications:
Educational Requirements:
To be considered for this role, candidates must have:
- A Grade 12 certificate, coupled with a three-year Computer qualification from a recognized university, technikon, or other tertiary institutions.
Experience:
- A minimum of three years of relevant work experience in an Information Systems (IS) Department, showcasing experience with supporting software applications, problem-solving, and systems maintenance.
Technical Competencies:
- Experience in SQL querying is essential for investigating and resolving issues within the applications.
- Proficiency in systems monitoring and the ability to resolve errors in daily PPU (Post Payment Unit) payments are crucial for the technician’s success in this role.
Core Skills:
- Strong analytical skills and the ability to handle complex, multi-level issues.
- Ability to develop collaborative relationships with other technical and non-technical team members across various business units.
- A strong focus on service excellence and customer support is essential.
- Experience in agile environments and the ability to meet demanding deadlines.
Personal Attributes:
- Excellent communication skills for interacting with diverse stakeholders.
- A collaborative style that fosters teamwork and the efficient resolution of issues.
- Self-motivation and the ability to work under pressure to ensure service continuity and user satisfaction.
Salary and Benefits:
The End User Support Technician position is offered at Level 9, with an annual salary of R468,459.00 plus additional benefits. Legal Aid SA provides a supportive working environment that encourages professional development and career advancement.
Application Process:
Interested applicants must submit a detailed Curriculum Vitae (CV) reflecting their experience and alignment with the position’s key responsibilities and competencies.
Legal Aid SA reserves the right to withdraw or not make an appointment if it is in the best interest of the organization. Candidates who are not contacted within two months should consider their application unsuccessful.
Apply Now and Make a Difference in South Africa’s Legal Landscape!
Check also: Secretary Job Opportunity at Rand Water – Apply Today