Cartrack Careers

Cartrack: Systems Support Agent

Cartrack Careers

Cartrack: Systems Support Agent

Cartrack is looking for an Intermediate level Systems Support Agent with SQL experience. Linux experience will be beneficial. Must have Database experience and report and query writing ability

Overall Purpose of the Job:

The main purpose of the position is to provide 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.

Educational Requirements:

  • Matric with an IT Certification
  • Minimum of 1 year Help desk experience

Preferred:

  • Relevant IT Diploma/Degree
  • Minimum of 1 years’ experience utilizing a variety of computer hardware, software and networking.

Preferred Relevant Experience:

  • 1 – 3 years Database Experience
  • Experience with SQL
  • Linux experience is beneficial
  • Solid report writing ability and experience
  • Solid query writing ability and experience
  • System Architecture
  • Database Structure

POSITION DESCRIPTION

KPA/ Main Outputs and Responsibilities of this Position

Detailed Description (KPIs)

Weighting / Time Spent

Incident Management

  • 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

35%

Ticket Analysis

  • As per Business Requirements
  • Analysis with the aim of improving efficiencies
  • Accuracy
  • Consistent

30%

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

30%

Personal and Professional Development

  • Attend and take initiative to develop own skills

5%

How to apply:

Click Here To Apply For Cartrack Systems Support Agent

Leave a Comment

Your email address will not be published. Required fields are marked *

Don`t copy text!
Scroll to Top