RELX INC Tier 1 Systems Support Supervisor in Fourways, South Africa
Maintenance of products and services | Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of Disciplines General Profile: Developing professional role with working knowledge in own discipline Solves a range of routine problems Demonstrates some proficiency with concepts and processes Analyses possible solutions using standard procedures Receives a moderate level of guidance and direction from more senior level roles Recommended Skills: Functional Knowledge: Requires expanded conceptual knowledge in own job discipline and broadens capabilities Business Expertise: Understands key business drivers; uses this understanding to accomplish own work Leadership: No supervisory responsibilities but may provide guidance to new associates Problem Solving: Solves standard problems by analyzing possible solutions using experience, judgment and precedents Impact: Impacts quality of own work and the work of others on the team; works within guidelines and policies Interpersonal Skills: Explains information to others in straightforward situations
QUALIFICATIONS: • 5+ years of Service Desk experience• BS Engineering/Computer Science or equivalent experience required
• Ability to perform complex troubleshooting for IT systems.• Ability to troubleshoot B2B workflows and Application issues and articulate trouble to 2nd and 3rd line support.• Ability to lead daily meetings to drive daily targets.• Ability to travel when required. • Understanding of operating procedures and when they should be changed/updated.• Understanding of Integration principles including native XML/XSLT data formats and transformation.
SSIS/SQL/SDLC/Integration• Strong understanding of ticket Systems, Incident management and management of applied SLA's and relevant reporting• Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.• Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing projects and managing projects of various size and complexity. • Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making. • Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.• Technical writing documentation/SOP development knowledge.
ACCOUNTABILITIES: • Supervise, monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.• Lead the development of detailed technical documentation and standard operating procedures to perform various responsibilities.• Identify when operating procedures need to be changed, updated, or developed.• Triage complex problems, taking corrective action to ensure availability and minimize downtime.• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities; audit records of others to ensure consistency of procedures and identify pattern of problems or issues to report out. • Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation. • Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers.• Perform complex and escalated troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc.• Develop detailed technical documentation and standard operating procedures to perform various responsibilities.• Answer internal or external users’ inquiries regarding computer hardware and software to resolve complex problems. • Enter commands and observe system functioning to verify correct operations and detect errors.• Configure and set up workstations and laptops. • Participate in troubleshooting and quickly arrive at workable solutions.• Advise others on resolution and solutions in issues.• Provide support and technical setup at some trade shows which includes periodic travel.• Participate in resource planning and new application/technology rollout projects.• Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.• Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff is provided with frequent feedback and coaching in order to meet and exceed individual and team performance goals consistently.• Manage and encourage new ideas from staff to foster improvements through innovations. • Empower the staff to be accountable and responsible for their own actions and decisions.• Other duties as assigned.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact firstname.lastname@example.org or if you are based in the US you may also contact us on 1.855.833.5120.
RELX is a global provider of information and analytics for professional and business customers across industries.
We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.
In short, we enable our customers to make better decisions, get better results and be more productive.
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