• Provide support for web-based messaging application(s). • Monitoring and attending to queries logged within 8hrs Company response time (Jira Service Desk and Zen Desk).• Stress testing system stability, monitoring system performance, and reporting/addressing any anomalies.• Quality Assurance.• Perform fault-finding tasks and resolve them with critical-thinking, attention to detail and a problem-solving approach. • Data Analysis and reporting.• Escalate critical issues to local network operators or international aggregators/networks.• Maintaining and adding FAQ documentation on the platform to the knowledge base.• Assisting with system related requests, new customer integration via SMPP and/or HTTP API.• Assisting with the maintenance of office infrastructure, hardware and software.• 24hrs 7days Standby per month for SLA holding customers (Standard Bank, Absa and Investec).• Weekly Reporting on issue faced and resolution steps.

• Work with business partners to elicit high level requirements and capture business needs.• Coordinate projects delivery by participating the design reviews and walk-throughs, communicate systems• designs and validate proposed solutions• Obtain key inputs from key business partners and identify solution intendencies.• Assess the risk of proposed solution and existing process• Work with the test team during the test phase to ensure the solution is accurate and free issues.• Manage the requirements and changes throughout a project lifecycle.• Report on common source of technical issues or questions and make recommendations.• Ensure that all policies and procedures are adhere to in department• Proactively resolves customer satisfaction issues.• Work with end users to help them understand the changes.• Assist the IT service desk with end user support.• CRM implementing team and testing

Setting up user’s machine to company policy and spec, making sure all relevant software is installed according to departments. Providing support to users in and around different branches remotely through teamview, setting up user to printers connected on the network, configuring outlook, mapping drives for users from file server. Providing end user support on Microsoft AX Dynamics, company intranet and Microsoft 365. Desktop support to staff at head office. Responding to tickets created by users for assistance within SLA.

Responding to call outs created by helpdesk agent, assist client via internet connection relating to the issue they experience however if issue cannot be resolved, client will be informed before departure to inform them about our arrival to assist them by resolving the issue they experience within SLA’s. Travelling to clients facilities to resolve issue that they experience with their point of sale equipment, troubleshooting issues from standard desktop point of sale equipment to high tech point of sale equipment, invoice printers and server. Replacing damage CAT5 network cable or re-crimping the ends of the cable, soldering of printer end in case damaged. Installation towards new business, equipment being prep to specific requirements according to the type of business being installed, calling the client and project manager to inform them about arrival and to confirm whether they are ready for our arrival to start the process of installation, reading of building electrical plan to have a detailed layout of how the cables will be run and where the equipment will be installed. Cables will be layout with specific prevision provided for; installation of point of sale equipment and server will be installed before opening of new business and support provide, minimum of days support will be provided to the business stuff from their cashier, managers and franchisee to understand the usage of the equipment and software provided and how to cash up using the software provided. When successful contracts agreement needs to be explained to franchisee and properly signed.

Rejoining users to the company domain, configurations of users email accounts on outlook, connecting users to the internet, responding to calls referred on ICT Service desk, troubleshooting desktops and laptops if problem occurs, mapping specific drives for users, connecting user to specific printer, deploying of machines required only if user needs one, installation of operating systems on machines and specific software depending on the department the user is situated, going to site to sites and attending calls for users’ needs. Backing up data for users if the machine happens to crash, reload operating systems, specific software and then returning the data back on to the machine that crashed. Installing citrix and configuring citrix for clients in the human resource and finance department to use SAP, BAS

Replacing and installing power supply on the M70 and M90 Lenovo Think Centre machines in different site located. The re-manufacturing of desktops, meeting the required specs of desktops making absolutely sure everything is running well by using specific software called the Burn Test and testing CRT and LCD monitors.

Sorting Out Documents, Document Auditing and Data Capturing.

Repairing and configuring of computers and printersInstallation of printersInstalling software Connecting internet for guestTroubleshooting Network cables