Software Support Consultant / Engineer - Security industry

Introduction

The Software Support Consultant is responsible for providing first- and second-line support

to clients using the  software solution. The role focuses on resolving software-related

issues, maintaining high levels of customer satisfaction, investigating system incidents,

performing troubleshooting activities, and ensuring that support requests are managed

effectively in accordance with agreed service levels.

Duties & Responsibilities

Key Responsibilities

1. Customer Support

• Provide telephonic, remote, and on-site support.

• Log, track, and manage support incidents through the designated call management system.

• Respond to queries and incidents within agreed Service Level Agreements (SLAs).

• Escalate complex issues to senior support staff, development teams, or management when required.

• Maintain regular communication with regarding the progress and resolution of support requests.

2. Software Troubleshooting and Incident Management

• Diagnose and resolve software-related issues, including configuration, integration, user access, and data-related problems.

• Investigate system errors, identify root causes, and implement corrective actions where appropriate.

• Verify software defects and compile detailed information for escalation to the development team.

• Perform system testing and validation following software updates, patches, or enhancements.

3. System Administration and Maintenance

• Assist with system configuration, user administration, and operational support.

• Support software upgrades, patches, and deployments.

• Monitor system performance and identify potential risks or issues.

• Ensure systems remain operational and aligned with business requirements.

4. Documentation and Reporting

• Maintain accurate records of incidents, resolutions, and customer interactions.

• Develop and update support documentation, knowledge base articles, and user guides.

• Produce reports on support trends, recurring issues, and customer feedback.

• Contribute to continuous improvement initiatives within the support environment.

5. Customer Training and Relationship Management

• Provide user guidance and training where required.

• Build and maintain positive customer relationships.

• Identify opportunities to improve customer experience and system utilization.

• Promote best practices and effective use of company software solutions.

6. Key Performance Indicators (KPIs)

• SLA compliance and response times.

• Incident resolution rates.

• Customer satisfaction scores.

• Call logging accuracy and documentation quality.

• Escalation management effectiveness.

• System uptime and support effectiveness.

• Contribution to knowledge base and process improvement initiatives.

Desired Experience & Qualification

• Relevant IT Qualification

• Candidate should have a good knowledge on

• Microsoft SQL Server and SQL Reporting Services

• Psira Registered will be a bonus

Package & Remuneration

Salary between 30 000 - to 40 000 depending on type of qualification