The Support and Installations Technician is responsible  for the effective functioning of the IT infrastructure for our proprietary  system and Customer environments displaying Kiron Products including  hardware, software. The Support and Installations Technician is a customer  facing role and will provide a high-quality customer experience while  resolving client issues.

• Preferably experience of 5 years or more in similar environment (Technical support/Helpdesk).
• Experience in virtual sports gaming / betting would be advantageous.
• Experience in cloud technologies. 
• Previous experience in a technical customer service desk role would be advantageous.
• Knowledge of best practices around management, control, and monitoring of server infrastructure and desktops.
• Installation, configuration, and maintenance of end user workstation hardware, software and peripheral devices.
• Ability to Diagnose and resolve performance, connectivity and related network problems including hardware, software.
• Ability to work on Web based products.
• Software Experience.
• Knowledge of Network Infrastructures

• Excellent Communicator (written & spoken)
• Stress Management
• Analytical & Problem-solving
• Honesty & Integrity
• Accountable
• Project Management
• Proactive
• Agile
• Punctuality

• Matric
• A Bachelor's Degree in Information Technology, Computer Science, or a related field (Would be advantageous).
• A+/N+ and / or MCITP or similar.
• Microsoft / CompTIA certifications advantageous.
• Desktop Support.
• Azure/AWS exposure or certification (Advantageous).

Day-to-day responsibilities

• Provided by manager

System Maintenance

• General server maintenance (Memory/CPU/backups/event viewer logs/time synchronising). 
• Log File size management

General Support

• Responding to customer emails and skype while adhering to SLA.
• Level 1 Support Troubleshooting all issues that are logged.
• Worked on ticketing system /Jira/smart sheets/Hosting provider tickets.
• Respond to clients on pending tickets where needed.
• Manage customer interaction via different messaging platforms (Skype/Teams/Land Bot).
• Betting General Support.
• Betting incoming notifications.
• Betting/operator General Setup.
• Log Management.
• Reporting.
• Installations.

Engage with stakeholders

• Ability to work as part of the greater organisational team but also work independently, as well as work with clients.
• Maintain and manage positive relationships with internal and external stakeholders,
• Effectively communicate at all management levels with clients/ stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.

Self-management and teamwork

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives. 
• Continuously develop own expertise in terms of professional, industry and legislation knowledge. 
• Take ownership for driving career development.
• Take ownership of continuous Upskilling.

Technical Support

• Analyse and isolate issues.
• Evaluate and modify the system’s performance.
• Determine network and system’s performance.
• Document changes and update Frequently and asked issues.
• To manage and optimize the use of servers while backing up all the important data.
• To coordinate with employees in other departments and teams.

General Support

• Responding to customer emails and skype while adhering to SLA.
• Level 1 Support Troubleshooting all issues that are logged.
• Worked on ticketing system /Jira/smart sheets/Hosting provider tickets.
• Respond to clients on pending tickets where needed.
• Manage customer interaction via different messaging platforms (Skype/Teams/Land Bot).
• Betting General Support.
• Betting incoming notifications.
• Betting/operator General Setup.
• Log Management.
• Reporting.
• Installations.