MSD Technical Support Specialist - Monitoring 

South Africa, Gauteng 

408220969

Job Description

This position is to provide critical technical and after-sales support to Beef and Dairy farmers that use our technology.

PRINCIPAL ACCOUNTABILITIES

• Provide customer support, whether they be internal or external stakeholders.

• Develop and co-ordinate prioritisation processes to manage technical support in a timely and efficient manner, consistently maintaining a customer-centric approach.

• Develop processes and protocols to deliver consistent and standardised technical support, ensuring a high customer experience consistently.

• Oversee engagement with external third parties to integrate with software systems as opportunities are identified.

• Act as the key contact for technical points and the liaison with regional and global technical teams.

• Keep abreast of trends, development, and competitors with regards to technology advancements in livestock industries, related animal monitoring, traceability, and software solutions to gain data-driven insights for livestock producers.

• Effect and maintain a high standard of communication and co-operation with all internal and external parties, working closely with sales, marketing, other technical and operational divisions.

• Assisting farmers with data entry problems or data extraction.

• Integration of Dairy Herd Management software and SenseHub.

• Assisting farmers with:

  • remote installations,

  • internet troubleshooting and problem-solving,

  • system troubleshooting and problem-solving

• Handling and escalation of service calls.

• Technical training and upskilling other team members to assist in certain advanced issues.

KNOWLEDGE AND ATTRIBUTES REQUIRED

• 2+ years in a Technical Support/QA/Dev related role.

• IT related qualification or proof of further learning in IT related field.

• Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues.

• Experienced in TeamViewer use and remotely supporting clients.

• Strong analytical and problem-solving skills, as well as fundamental working knowledge of client and server-side scripting, web technologies and communication protocols.

• Significant technical experience with Local Area Networking (LAN) in Windows operating systems.

• Competency in extending, administering and fault finding in wired, Wireless and VPN network topologies.

• Competent with Wireless Point to multi point communications, both 2.4GHz and 5GHz.

• Deep understanding of Windows and Linux OS (debugging and internals).

• Knowledge and proven experience with writing SQL queries.

• Customer-oriented with excellent communication (English & Afrikaans - written and verbal) and interpersonal skills.

• Valid Driver’s License.

• Willingness to travel 20-30% of the time.

• Basic Agricultural knowledge.

Advantageous

• In-Field experience of Installation and fault resolution, in Ethernet interconnected hardware comprising SOHO and commercial quality equipment.

• Experience with in-field diagnosis and troubleshooting of networked proprietary systems.

• Experience with Embedded firmware update/testing and management.

• Ability to work methodically, independently and remotely.

• Coding skills in one or more OOP languages such as C# / Java.

• Knowledge and proven experience with writing SQL queries.

• Deep understanding of Windows and Linux OS (debugging and internals).

• Knowledge of scripting languages such as Bash / Python.

• Experience with embedded firmware update/testing and management.

• Knowledge of AFI and Delaval Parlour Management Systems.

• Technically adaptive, ability to learn new solutions,features/functionality

• Continuous learning mindset and detail-oriented approach.

• Ability to prioritize and switch between a variety of time-sensitive issues.

• Creativity and ability to think outside the box.

• Multi-tasking, self-learning, highly motivated and a team player.

• After-hours and weekend support assistance to internal team members and customers when required.

• Livestock / Agricultural industry experience.

Current Contingent Workers apply

*A job posting is effective until 11:59:59PM on the dayBEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFOREthe job posting end date.

A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.