Senior Product Specialist
Johannesburg Northern Suburbs, ZA
5d ago
source :

Johannesburg North - A leading mining company is looking for an individual with a strong mining background to join their team.

Job Purpose : Provide technical customer support for software products. As a technical product support lead. Job Requirements : At least 7-10 years of experience Proficiency in computer coding, troubleshooting and testing Customer service experience Exposure to SQL or similar database Proficiency in at least one high-level programming language (C, .

NET, Java, etc.) Bilingual fluency in reading, writing and speaking English and one other major language is a plus. Proven track record as a Senior Product Support Specialist High competency managing the after-hours support phone Qualifications : BSc Degree in Computer Science Job Responsibilities : Determine most efficient way to create functionality Meet customer requirements Document the functionality properly Install functionality on-site with a minimum of client disruption.

Properly use ticketing system to track ticket status Successfully connect to client site to verify and reproduce the problem Diagnose root cause of problems Complete repairs within SLA timeframes Get system to function properly as quickly as possibleEnsure code meets all specified requirements Write FORMS reports based on customer requirements Write shell scripts Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative Ensure all required documentation has been generated and meets quality standards Coaches newer Project Engineers on support procedures, product functionality, customer requirements.

Is accessible to newer Project Engineers as needed during support calls Provides constructive feedback to other team members to encourage learning and performance improvement Competencies : Communicates effectively, thoroughly, and accurately in writing

  • Writes concise, organized, and easy-to-read reports, letters, memos and emails
  • Prepares accurate and effective formal documents. Completes Modules / Database Extensions
  • Advanced / FORMS programming
  • Gencode. Modifications - Advanced / Real Time FORMs
  • Advanced
  • Writes effective FORMS code in adherence to standards
  • Properly utilizes generic FORMS code
  • Handles client data responsibly and safely
  • Backs up data when doing irreversible changes. Uses 'vi' editor
  • Restarts services in RHEL
  • Cleans DBMSD databases
  • Diagnoses UNIX / Linux OS problems
  • Diagnoses Dispatch 5 problems
  • Adds printers
  • Adds and removes users
  • Configures VNC sessions Installs Windows
  • Installs SQL Server
  • Restarts Windows services
  • Diagnoses Dispatch 6 database problems
  • Diagnoses Dispatch 6 service problems
  • Upgrades Dispatch to new build
  • Diagnoses IIS service problems
  • Uses SCCM to manage fleet configuration Navigates file structure effectively
  • Selects the correct tools to collect the required information
  • Writes effective bash shell script. Properly configures individual MEOS modules
  • Avoids interfering with live mobile units unnecessarily
  • Effectively queries mobile units
  • Writes and customizes MEOS in a standardized and maintainable fashion Determines when investigative calls to customer are required to solve issues
  • Asks customers appropriate questions to properly scope the problem
  • Gains an understanding of customers’ needs and how they use the product Configures SQL Server
  • Creates SQL databases
  • Indexes SQL tables
  • Diagnoses SQL Server performance problems. Restarts all services effectively
  • Properly configures mobile equipment to send data to MineCare
  • Troubleshoots and resolves snapshot issues
  • Troubleshoots and resolves trend issues
  • Troubleshoots and resolves real-time issues. Diagnoses and troubleshoot Provision 3 problems
  • Restarts DbmsdAdapter and Intellimine services
  • Runs TSQL queries and stored procedures to clean up tables and diagnose problems
  • Efficiently converts customer polygons to XML and import into server Creates virtual machines and install operating systems on them
  • Installs VMWare onto physical servers. Performs basic troubleshooting with network transport problems
  • Analyses and recommends changes to firewall configurations. Driven to increase knowledge and competency
  • Takes ownership of own professional development
  • Proactively seeks out learning opportunities and developmental experiences
  • Plans for personal development
  • Takes initiative to find information needed to gain understanding. Manages difficult or emotional client situations effectively
  • Responds promptly to client needs
  • Maintains courteous and professional phone demeanour
  • Apply
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