Senior Support Analyst

Provide advanced technical support for complex ERP issues, mentor junior team members, and contribute to continuous improvement initiatives within Global Support Operations. The role is responsible for independently resolving sophisticated technical problems, supporting knowledge transfer across the team, and maintaining high standards of service quality for enterprise clients.

Responsibilities

• Resolve complex technical issues and advanced ERP support requests independently, achieving greater than 80% complex case resolution rate with a greater than 90% first-time fix rate and less than 6 hours average resolution time.
• Provide technical mentoring and guidance to Support Analysts and Junior Support Analysts, conducting a minimum of one knowledge transfer session per month and contributing to measurable improvement in junior analyst performance.
• Contribute a minimum of 5 high-quality articles per month to the knowledge base and Support Extranet, maintaining greater than 90% positive feedback and ensuring the online help system and discrepancy database are accurate and up to date.
• Maintain and update the discrepancy database - raising, duplicating, documenting, and closing all events as per standard procedure, and referring unresolved issues to the relevant department timeously.
• Participate in root cause analysis and problem management for recurring or complex issues, and support testing and validation of system updates, patches, and product pre-releases.
• Handle priority client issues and complex customisation problems, maintaining greater than 95% SLA adherence and greater than 4.0/5.0 client satisfaction for complex cases handled.
• Collaborate with development teams on enhancement requests, communicate software trends to the Support Services Manager, and support the release candidate programme.

Requirements

Minimum Level of Education

• Senior Certificate or NQF Level 4 equivalent

Beneficial Qualifications

• Bachelor’s degree in Computer Science or Computer Engineering; professional certifications in relevant ERP platforms; ITIL Foundation certification; Syspro ERP certifications

Minimum Experience

• Minimum 4-6 years of experience in ERP technical support; 3-5 years in software design, testing, and/or troubleshooting; experience handling complex technical issues and system implementation or customisation
• Compulsory: proven Syspro ERP product experience

Beneficial Experience

• Syspro ERP experience; experience mentoring junior team members preferred

Special Skills and Knowledge

• Advanced knowledge of ERP systems and business processes, with strong troubleshooting and analytical skills applied to complex, multi-layered technical issues.
• Understanding of system integration, data migration, programming languages, and scripting, with proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services.
• Demonstrated ability to conduct root cause analysis, manage complex escalations, and develop reusable solutions that reduce repeat case volume across the team.
• Effective technical mentor - able to guide, coach, and upskill Support Analysts and Junior Support Analysts through formal sessions and day-to-day technical support.
• Strong client advisory and communication skills, with the ability to manage enterprise client expectations and maintain high satisfaction scores across complex case types.
• Organised, deadline-driven, and collaborative - able to manage a high volume of complex cases, contribute to knowledge management, and work effectively across a broad cultural spectrum.

Benefits

• 25 annual leave days
• 30 days paid sick leave over 3-year cycle
• Hybrid working environment (3 office days, with Tuesday and Thursday as mandatory)
• Pension 10%
• Medical aid
• Life insurance
• Income continuation protection
• Funeral Benefit
• Provident Fund Admin Fee
• Global Education Protection
• Bonus/ commission programmes
• Maternity: 6 months at half pay
• Paternity: 2 weeks full pay
• Employee Assistance Programme
• Free Barista Coffee Daily
• Gym Facilities
• Free Daily Lunch
• Free Fruit on a Tuesday & Thursday