Responsibilities

• To provide customer support with resolution to problems reported and/or to pass on cases to development for code fixing
• Analyse functional and technical reported cases, re-create and test resolution in an acceptable timeframe
• Ensure accurate and sufficient information is provided to the Development team to allow software defects to be fixed
• Ensure accurate information is recorded in the case logging system
• Ensure all concerned are continually updated on the progress of assigned cases
• Set-up and maintain support environment assigned
• Adhere to support procedures
• Correct and complete analysis of cases referred to Development for defect fixing
• Correct and complete analysis of Cases and solutions provided to customers
• Follow agreed support procedures without reminders

Prerequisites

• Two plus years' experience supporting or developing software preferable in the banking or financial sectors
• Good analytical skill to analyse and diagnose problems reported by customers
• Excellent communication and interpersonal skills
• Knowledge of latest banking systems
• Knowledge of Microsoft Excel, Word and Misys Support, Services and Timekeeping systems
• Functional and/or technical knowledge of assigned Misys products and their business usage
• Experience with banking software will be an added advantage
• Knowledge of product implementation, testing methodologies and ability to adapt to Misys development lifecycle
• Customer focused. with the ability to work under pressure
• Technical skills to maintain support environments
• Knowledge of coding in one or more than of the following languages: COBOL, C, C++, VB, 8086, Java, XML
• Knowledge of Oracle and/or Btrieve desirable
• Knowledge of any one or more of these Operating Systems: Unix, Windows NT/2000/XP