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Technical Support IT Support HelpDesk/Support Systems Administrator

IT​/Tech Head, Technical Support

Remote / Online - Candidates ideally in
Johannesburg, 2000, South Africa
Listing for: Kerridge Commercial Systems
Full Time, Remote/Work from Home position
Listed on 2026-03-01
Job specializations:
  • IT/Tech
    Technical Support, IT Support, HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
Position: Head of Support

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

  • Klipboard Rental is a market leader in the development and provision of rental industry software
  • Role provides and manages 1st/2nd line business-to-business software application support
  • Line managing part of a global team supporting Klipboard Rental products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
  • Communicating via multiple media – phone, e-mail, chat
  • Creating documentation and delivering customer training where required
  • Hybrid role – 60% office based, potential for limited travel to customer sites
  • Covering support hours between 8am and 5.30pm UK time, plus other hours if required, including, but not limited to Australia / USA time zones
  • Manage customer escalations in and out of office hours
  • Ensure team call management and KPI adherence
  • Technical product support

    • Key Responsibilities:

  • Your responsibilities include but are not exclusive to:
    Ensure a first-class service to our customers

    Assisting daily with telephone calls and resolving tickets as a senior team member Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message

    Management of team rotas, holidays, case load, case progression, case management

    Managing customer expectations and escalations

    Use and develop reporting to ensure services are managed to the correct standards Take care of your direct reports:

    Perform regular 1-2-1 sessions to ensure well-being and career progression Facilitate training, development and innovation activities for Analysts within team Perform reviews with Analysts to ensure standards are maintained and improved

    Manage, analyse and act upon customer satisfaction surveys and other feedback

    Provide 1st level of escalation support for customers or direct reports

    Work as part of Helpdesk management team Participate on team performance reporting with other Helpdesk Leads Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude

    Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers

    Manage technical queries and customer escalations

    Responsible for resolving customer application incidents and requests.

    • Skills, Knowledge and

    Experience:

    Essential

  • 5+ years in an application support role for a software development company/department
  • 2+ years of hands-on support of SQL database backend applications – writing queries, reviewing/amending Stored Procedures, tracing faults, etc.
  • 2+ years in a supervisory position within an application support team
  • Good IT skills with demonstrable hands-on experience in a similar IT support role
  • Experience of people-management in a technical IT services environment
  • Ability to work under pressure in a fast-paced environment
  • Excellent English language communication skills, both written and verbal, to convey technical information in a clear and concise manner to non-technical and technical individuals
  • Consistently produce high quality and detailed documentation and reports
  • Experience of providing service metrics and working to SLAs and KPIs
  • Customer service focused
  • Confident leader, with the natural ability to motivate and lead a team
  • Decision maker under pressure
  • Understands priority and urgency of customers business requirements
  • Business/commercial awareness
  • IT culture awareness, understanding the requirements of GDPR
  • Forward thinking/proactive nature
  • Multi-tasker

    • Desirable

  • Knowledge and experience of Microsoft SQL Server
  • Knowledge of Crystal Reports
  • Knowledge of Sage Accounting Solutions
  • Knowledge of ERP or business IT systems
  • Appreciation for all products and services in the Klipboard Rental offering
  • ITIL Qualified

    • Company Info

    You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems…

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