ERP Support

Job title: ERP Support
Department: Support
Location: Itec SA
Reporting to:  Itec SA
Type:
Date Updated:

JOB DESCRIPTION

  • Snr Support Consultant
  •  Consistent, regular and clear communication to all members of the team
  •  Leading by example
  •  Quality and testing
  • Ensuring that solutions provided to issues logged is correct and complies to the
    processes and procedures inherent in the system
  •  Logging, management and closing of specific development tickets outsourced
    to third party suppliers from time to time
  •  When required the monitoring, checking and testing of system driven
    integrations between the line of business applications where at least on leg of
    the integration relates to an application the IS department is responsible for
  •  Support
  •  Provide guidance to support consultant(s) or super users and act as a point of
    escalation for 2nd line support queries
  •  Complete support tickets assigned quickly and efficiently with minimum
    comebacks
  •  Manage tickets on the internal helpdesk
  • Assign other tickets (including development and escalation tickets) to the
    relevant resource
  • Logging, management and closing of tickets (including tickets assigned to third
    party suppliers)
  • Reporting on specific tickets and/or issues as required
  • Technical Responsibilities
  • Provide end-user support on all versions of Microsoft Dynamics Nav in use
  • Provide 1st line end-user support on all versions of Microsoft Dynamics CRM in
    use
  • Provide end-user support on Microsoft SQL Reporting Services
  • Create, modify, manage and troubleshoot Microsoft SQL Reporting Services
    reports
  • Assist to generate specifications for development tasks either for internal or 3rd
    party developers as required
  • Create companies and maintains specific advanced setting in Microsoft
  • Dynamics Nav as required
  • Manage and maintain security within Microsoft Dynamics Nav and Microsoft
  • Dynamics CRM
  • Create, maintain and troubleshoot basic SQL views and stored procedures
  • Monitor and troubleshoot integration processes used and escalate if required
  • Extensive use of Microsoft Excel and Microsoft Word as part of day-to-day
    function
  • Monitor general availability of environment and escalate to infrastructure team
    should it be required
  • Manage tickets on the internal helpdesk

Requirements and experience

  • Advanced Accounting knowledge and advantageCertification in Microsoft Dynamics CRM beneficial
  • Experience support SQL Reporting Services an advantage
  • Experience support SQL Integration Services an advantage
  • Experience in writing technical specifications an advantage
  • Degree or Diploma with specialisation in databases and/or programming
  • Personal qualities & behavioural traits
  • Managing work by managing ones time to ensure that work