Consultant: Software Support Engineer

TitleConsultant: Software Support Engineer

Job 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

N/A

Years of Experience

Essential

Experience in PC hardware

Minimum 1- 2 years in coordinating, planning, and administration in an IT environment.

Knowledge of the following Microsoft products: Microsoft Office, All Windows OS

Basic internet protocol knowledge (HTTP, SMTP, FTP, SOAP)

Knowledge of firewall, proxy’s, and antivirus programs

Knowledge on LAN/WAN

Driver’s license

Valid passport

Advantageous

Exposure to Netstar Systems

Microsoft SQL server 2003/8

Fluent in other South African languages

Other requirements

Good Business Acumen

Corporate Governance

Relevant Industry/Domain knowledge

Attention to detail.

Professionalism

Presentation

Customer relationship management

EducationAdvanced Certificate: Information Technology (Required), National Certificate Level 4 (N4) / Grade 12, Professional Qualification: Information Technology (Required)

LanguagesEnglish

R-8291