Software Support Technican

Key Responsibilities:
Technical Responsibilities

• Deploy and configure proprietary software and databases at new customer sites
• Upgrade and maintain existing software deployments
• Troubleshoot and resolve customer software issues logged through the support desk
• Provide technical support and guidance to field technicians
• Diagnose communication issues involving TCP/IP and serial-connected devices
• Generate and maintain SQL scripts for troubleshooting, upgrades, and reporting
• Conduct technical training for internal teams and customers
• Assist with customer server maintenance and support

• Manage and update support tickets within agreed turnaround times
• Provide regular feedback and progress updates to customers
• Escalate unresolved issues appropriately
• Complete weekly timesheets and administrative reporting
• Travel to customer sites when remote resolution is not possible
• Participate in software deployments and training across Africa and internationally
• Assist with technical pre-sales activities when required
• Support software-related project implementation and commissioning activities

• Collaborate with developers to identify and resolve software bugs
• Participate in internal testing of new software releases
• Attend team meetings and contribute to team initiatives

• Stay current with developments in operating systems, database technologies, cloud platforms, and related technologies

• National Diploma in Information Technology or relevant IT certifications including MS SQL modules
• Minimum 5 years’ experience in software support and MS SQL support environments
• Strong understanding of MS SQL databases, SQL queries, and database-driven applications
• Proven ability to write, troubleshoot, and optimise SQL scripts
• Excellent analytical and problem-solving skills
• Strong communication and customer service skills
• Ability to work independently and within a team
• Valid Code 8 driver’s licence
• Clear criminal record (police clearance required)
• Medically fit and able to obtain mine medical clearance
• Willingness to travel extensively within Africa and internationally

• Experience with Azure and/or AWS cloud platforms
• Microsoft Windows administration experience
• Networking and serial communication knowledge
• Experience supporting industrial or mining-related systems
• Completing at least one point-and-click adventure game without a walkthrough — considered a bonus

• Based at the company’s Gauteng head office
• Participation in a rotating after-hours support standby roster
• Remote monitoring responsibilities while on standby
• Travel to remote mining and industrial sites, sometimes for periods of 1–2 weeks