Information Technology Services Specialist at Pattern Matched Technologies™

Pattern Matched Technologies™(Pty) Ltd, an award-winning WASP (Wireless Application Service Provider), telecommunications and Fintech development house based in the Centurion area, seeks to appoint an IT Services member.

IT Service's responsibility is to ensure that all systems are adequately monitored and continue to conform to the service level agreement with our clients. All client requests and incidents are attended to speedily and satisfyingly.

Pattern Matched Technologies™ does not accept unsolicited resumes from recruiters or employment agencies.

Primary Duties:

• Monitoring of all systems for proper operation and consistency.
• Monitoring the support ticketing system (helpdesk) for new requests/incidents to attend to clients’ requests/challenges.
• Utilizing the Internal ticketing system by creating or updating the tickets with information from e-support to keep all the internal parties/departments informed and give clients feedback.
• Taking ownership of the issue/request until it is resolved/completed.
• Escalating issues to the relevant internal department(s) when it is necessary to do so.
• Escalating issues to our service providers on matters requiring their intervention and doing follow-ups with them until the issue is resolved.
• Attending to daily tasks (e.g. exchange rates updates, bulk file processing, voucher uploads).
• Conducting post-implementation review checks on all systems after deployment or unscheduled downtime.
• Generating and monitoring all reports to ensure they are generating on time, having the correct information, and generating reports if required.
• Continuously providing feedback to the clients to keep them updated on the status of the tickets.
• Utilizing the knowledge management system to assist in the learning process and keep it updated with the latest information.
• Engaging other departments on the Client’s requests to complete a task promptly. Approving Change Control documents.

Skills and competencies:

• Ability to communicate and work together with all other departments.
• Understanding other departments’ operations and processes.
• Understanding of Client’s requirements and knowing how to action them.
• Product knowledge about all the systems we support.
• Maintaining a smooth communication flow internally and externally

Qualifications and experience:

• ITIL Foundation
• V3 Desktop Support, Helpdesk support experience, Remote support knowledge
• Sound knowledge of SQL, Basic Bash commands, Incident and request management

Key Performance Indicators:

• Monitoring of all systems for proper operation and consistency.
• Monitoring the support ticketing system (helpdesk) for new requests/incidents to attend to clients’ requests/challenges.
• Utilizing the Internal ticketing system by creating or updating the tickets with information from e-support to keep all the internal parties/departments informed and give feedback to the clients.
• Taking ownership of the issue/request until it is resolved/completed.
• Escalating issues to the relevant internal department(s) and service providers timeously.
• Continuously providing feedback to the internal and external clients to keep them updated on the status of the tickets.

Remote Work:

Remote work policies have been in place since our inception. PMT™ offers flexible working locations as well as a strong foundation & structure that supports remote work.

South African citizens only*