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20 Nov 2024

Permanent IT Support Technician – Sanlam Vacancies

Sanlam – Posted by JobLink24 –  Midrand, Gauteng, South Africa

Job Description

Sanlam Vacancies – IT Support Technician

Position Overview:

We are seeking an IT Support Technician to join our team and provide critical support for the Genesys PureConnect and PureCloud platforms. This role is essential in ensuring the seamless operation of these business-critical tools, which directly contribute to the overall efficiency and productivity of the IT infrastructure and business environment.

Key Responsibilities:

  • Support, administer, and develop Genesys PureConnect and PureCloud platforms.
  • Conduct daily system tests, rotating responsibility with team members.
  • Provide user and application support, troubleshoot issues, and offer timely resolutions.
  • Track and escalate bugs/issues to internal teams and service providers.
  • Monitor dialer activity, lead volumes, and statuses across platforms.
  • Provide after-hours support on a rotating basis.
  • Administer user accounts, workgroups, and profiles across all platforms.
  • Manage system performance and perform system switchover and maintenance, rotating responsibilities.
  • Configure dialer campaigns and maintain dialer data tables.
  • Support team and other departments in maintaining system stability.
  • Test new application version releases and facilitate system upgrades.

Required Qualifications & Experience:

  • Matric/Grade 12/NQF 4.
  • IT or Development-related degree (preferred).
  • IP Telephony-related qualification (advantageous).
  • SQL qualification (advantageous).
  • Genesys qualification (advantageous).
  • Minimum of 2 years’ experience in an IT support or SysAdmin role.
  • Experience with telephony/business workflow systems (advantageous).
  • Experience in Genesys PureConnect and/or PureCloud (advantageous).
  • Working knowledge of VOIP/SIP, Microsoft SQL Server, IIS Web Services, APIs, and Windows operating systems (Windows 10, 11, Windows Server, SQL).
  • Familiarity with network infrastructure, TCP/IP tools, Domain, Exchange, and Active Directory.
  • Excellent proficiency with Microsoft Office 365.

Core Competencies:

  • Accountability and strong attention to detail.
  • Analytical thinking and problem-solving abilities.
  • Ability to work under pressure and manage multiple tasks.
  • Excellent communication and interpersonal skills.
  • Self-disciplined, motivated, and proactive.
  • Willingness to learn and work flexible hours.
  • Strong administrative skills and excellent attendance and timekeeping.

Additional Skills:

  • Experience with problem tracking tools.
  • Strong understanding of computer installation, compliance monitoring, and operations knowledge.
  • Information reporting and systems optimization.

Personal Attributes:

  • Interpersonal savvy and independent contribution.
  • Excellent decision-making skills and action-oriented.
  • Optimizes work processes and drives results.

Working Hours & Availability:

  • Must be available for after-hours support on a rotating basis.
  • Standby availability may be required.

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