Installation Systems Support Specialist, Johannesburg

Tracker requires the services of an Installation Systems Support Specialist based at the Head Office in Johannesburg. The successful incumbent will be responsible for providing day‑to‑day technical and functional support for installation‑related operational systems to ensure business continuity and optimal system performance. The role supports system enablement, configuration, user access control, and ticket resolution, while coordinating system testing, deployments, and environment validations. Working closely with Installations, Product, Technical, and Operational teams, the incumbent will contribute to process optimisation, data integrity, governance compliance, and continuous improvement across field‑service and scheduling platforms, ensuring reliable and efficient installation execution nationwide.

Key Responsibility System Enablement&Process Optimisation

Provide first‑ and second‑line system support through Freshservice, ensuring SLA compliance.

Coordinate and execute System Integration Testing (SIT), User Acceptance Testing (UAT), and regression testing cycles.

Maintain detailed test scripts, test cases, and validation documentation.

Perform environment validations across QA, Pre‑Production, and Production environments.

Track system defects and work closely with developers to ensure timely resolution.

Analyse business processes to identify optimisation opportunities that improve workflow efficiency.

Ensure data integrity across systems and resolve system‑related data discrepancies.

Manage user access, roles, and permissions in line with governance and compliance requirements.

Support daily operational functionality within FSM, PSO, and FSM Mobile systems.

Perform root‑cause analysis on recurring system issues and implement preventative solutions.

Maintain accurate technician data, skills profiles, and scheduling configurations.

Functional Outputs

Manage and communicate system release calendars and deployment schedules.

Validate successful system deployments and conduct post‑deployment monitoring.

Support incident management, ticket escalation, and stakeholder communication.

Ensure configuration consistency across all system environments.

Track and report on operational performance metrics such as utilisation, schedule adherence, and first‑time‑fix rates.

Support Regional Managers with capacity planning, demand forecasting, and system insights.

Stakeholder Engagement

Provide regular feedback to business stakeholders on system performance, changes, and enhancements.

Facilitate workshops to gather business requirements and validate proposed solutions.

Collaborate closely with Installation Services, Technical Support, Product Performance, and Engineering teams.

Provide structured system usage and performance feedback to management.

Governance&Data Integrity

Ensure compliance with IT governance requirements, POPIA, and applicable ISO principles.

Maintain accurate documentation for system configurations, processes, and change records.

Adhere to established change‑control and version‑management procedures.

Support internal and external audits by providing documented evidence and system insights.

Maintain accurate user‑access logs and configuration documentation for audit purposes.

Essential Qualifications

Matric (NQF 4)

Certificate or National Diploma in IT, Software Testing, System Support, or related field (NQF 5/6)

Desirable Qualifications

ISTQB or relevant system administration/support certification

Minimum 3 years’ experience in system/application support environments.

Proven experience working with ticketing tools such as Freshservice, JIRA, or ServiceNow.

Experience in user access administration and system configuration.

Exposure to field‑service or mobile workforce systems (advantageous).

Working knowledge of Agile/SCRUM environments (advantageous).

Computer Literate (MS Office and Outlook)

Valid South African Driver’s licence

High attention to detail and accuracy.

Strong analytical and problem‑solving ability.

Structured and methodical approach to work.

Excellent verbal and written communication skills.

Ability to work under pressure and manage multiple priorities.

Strong collaboration and stakeholder management skills.

Accountability and consistency in execution.

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