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Systems Support Specialist

​Cartrack is a JSE listed, global telematics company with an international systems support team and we are looking for an intermediate level support specialist to engage with 2nd line support.

Overall Purpose of the Job

The main purpose of the position is to provide 2nd line end user support to clients using the Cartrack Systems. To prioritise and resolve issues and escalates Tickets as required. Provide regular feedback and follow-ups with customers until resolution as per SLA. Provide feedback into Management Reports as per business requirements when required.

Incident Managment:

·        Take ownership of tickets until successful and satisfactory resolution  

·       Management of assigned tickets according to priority

·        SLA Conformance

·       System Integrity - Root Cause Analysis and Resolution

·       Improve Efficiency

·       Contribute to improving Internal Customer Satisfaction Levels

·        Improve Communication and regular feedback to clients and supporting staff

·        Effective information gathering and dispersion where possible 

·        Escalation of critical issues to the correct person and in a timely manner

Ticket Analysis:

·        As per Business Requirements

·        Analysis with the aim of improving efficiencies

·        Accuracy

·       Consistent

Documentation and Feedback:

·       All the information gathered during the analysis stage to be adequately documented on the Ticket

·       SOP documentation to be circulated, updated amongst support staff and archived.

·       Informational documents must be read and understood

Minimum requirements

Educational Requirements:

·       Matric with an IT Certification

·       Minimum of 3 years Help desk experience

·       Preferred:

·       Relevant IT Diploma/Degree

·       Minimum of 2 years’ experience utilizing a variety of computer hardware, software and networking.

Preferred Relevant Experience:

·       2 – 4 years Database Experience

·       Intermediate level experience with SQL

·       Linux experience is beneficial

·       Solid report writing ability and experience

·       Solid query writing ability and experience

·       System Architecture

·       Database Structure experience – Triggers, Functions etc.

·       Putty experience

·       Ticketing system experience

Or, know someone who would be a perfect fit? Let them know!

Rosebank, JHB

11 Keyes Ave
2196 Johannesburg Directions View page

Perks & Benefits

The growth of our business is driven by state-of-the-art technology that allows us to create data-driven solutions that are personalised according to the needs of our clients, providing them with insights, business competitiveness, operational excellence and a superior customer experience.
Our people remain our greatest asset ; we will therefore continue to bring together the best talent as we help them achieve their own career aspirations in a growing company that is truly global.

  • Excellent career growth locally and globally

  • Innovative and dynamic work culture

  • Innovative work culture

Workplace & Culture

With over 1,500 staff, Cartrack is creating revolutionary platforms that will transform the industry and help improve efficiency, safety, security and the environment. Our reputation as one of the most innovative and fastest growing telematics companies in the world has resulted in us acquiring 1 million subscribers, including businesses, consumers, and governments. 

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