Support Specialist: DSD

Job description:

Purpose Statement

• Co-ordinate, investigate and provide timely feedback on incoming Digital Channels related queries received from the Business Support Centre (BSC) and Complaint Management to the requesting party with the guidance of the Digital Channels Specialist.
• Log and track Digital Channels incidents on Jira.
• Oversee small system and/or operational improvements resulting from user and client queries

Experience Min:

• At least 3 - 5years' proven experience in providing technical support to departments dealing with client queries
• Ideally have understanding and working experience of SQL to look up and correlate databases
• Escalation processing, Isolation and Problem solving
• Report writing
• Providingfeedback daily to junior and senior management levels

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Certification in SQL Programming or Linux Systems Administration
• A relevant tertiary qualification in Information Technology

Knowledge
Min:


Must have working knowledge of:

• IT systems development processes
• Formal report writing
• Trend Analysis
• Any Incident Management system (e.g.: S-track)

Ideal (nice to have) = working knowledge of:

• Mobile Banking App support (Internet Banking, Banking App on mobile Devices, as well as remote/digital onboarding)
• Previous experience working with ELK stack and Kibana, Jira
• SQL, proven experience (basic)
• S-track
• Kubernetes and Instana
• AWS exposure

Skills

• Communications Skills
• Interpersonal & Relationship management Skills
• Analytical Skills
• Problem solving skills
• Attention to Detail
• SQL Skills

Conditions of Employment

• Clear criminal and credit record
• Contactable via own mobile phone