Consultant: Software Support Engineer

Altron

Mt. Edgecombe, KwaZulu-Natal
Permanent
Full-time

25 days ago

Title Consultant: Software Support EngineerJob Description

Assistance, troubleshooting and installation on all tracking software for clients and internal staff (Vigil+, Vcam, AVM cloud, Safe and Sound and Caps support) – Troubleshooting include:

Checking with client’s IT on closed/open ports or firewall blocks/antivirus exceptions
Assisting clients with setting up of their drivers, locations, sms/email alerts and explaining these in detail
Assisting client with scheduled reports or investigating missing or inaccurate data
Investigate reasons why features not enabled in Safe and Sound
Restarting of app/web services for various reasons – cannot login, not updating, unit changes done in CRM but not reflecting on UI, commands not processing etc.
Investigate why unit/s is not updating or not visible on software
Reprocessing of data if the data is available but not on the software
Changing of registration numbers as per request from clients
Migration of clients from V+ to AVM and liaising with Mike regarding the importing of locations and drivers for these clients
Intensive and/or basic training on all software platforms for clients and/or internal staff
National and international assistance relating to software and unit reporting problems
Enabling and configuring of wireless sensors such as door sensors, pto’s and configuring the temperature for vehicles with fridges
Setting up and testing of immobilizers
Monitoring of click dashboards for server downtime
Fitment center assistance on click issues and booking tool
AX – arrange licenses, load software, troubleshoot software,
Teltonica – load, troubleshoot, repair, training

CORE RESPONSIBILITIES:

Installing, configuring, and troubleshooting software related issues
Managing end user expectations and support requests
Software application training for end user
Manage and monitor performance of all software applications.
Analyse data to produce accurate information for clients or internal requests.
Provide root cause analysis for software issues when need and provide possible solutions.
Always provide robust and continuous communication to clients and internal stakeholders.
IT support, hardware and software and other approved IT information systems.
Customer engagements and internal support to the sales channel and other internal stakeholders
Provide statistical information to management when required.
Provide expert witness testimony on behalf of Netstar for arbitrations/hearings and court proceedings.
Infrastructure analysis for pre-sales and onboarding new clients and assisting with software application demonstrations for clients when needed.

Educational Qualifications:

CompTia A+/N+ International or equivalent IT qualification
National senior certificate
Microsoft D365 an advantage

Professional Qualifications

Years of ExperienceEssentialExperience in PC hardwareMinimum 1- 2 years in coordinating, planning, and administration in an IT environment.Knowledge of the following Microsoft products: Microsoft Office, All Windows OSBasic internet protocol knowledge (HTTP, SMTP, FTP, SOAP)Knowledge of firewall, proxy’s, and antivirus programsKnowledge on LAN/WANDriver’s licenseValid passportAdvantageousExposure to Netstar SystemsMicrosoft SQL server 2003/8Fluent in other South African languagesOther requirements

Good Business Acumen
Corporate Governance
Relevant Industry/Domain knowledge
Attention to detail.
Professionalism
Presentation
Customer relationship management

Education Advanced Certificate: Information Technology (Required), National Certificate Level 4 (N4) / Grade 12, Professional Qualification: Information Technology (Required)Languages English

Altron

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