SYSPRO

ERP software for manufacturing and distribution

Senior Support Analyst

Enterprise ApplicationsPosted on Nov 9

Full-timeRemote in South AfricaRemote

About the Job

Requirements

A Senior Certificate or NQF Level 4 equivalent is required.
A minimum of 4–6 years of experience in ERP technical support is required.
Three to five years of experience in software design, testing, and/or troubleshooting is required.
Experience handling complex technical issues and system implementation or customisation is required.
Proven Syspro ERP product experience is compulsory.
Advanced knowledge of ERP systems and business processes, with troubleshooting and analytical skills applied to complex, multi-layered technical issues, is required.
Understanding of system integration, data migration, programming languages, and scripting is required.
Proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services is required.
Ability to conduct root cause analysis, manage complex escalations, and develop reusable solutions that reduce repeat case volume across the team is required.
Ability to guide, coach, and upskill Support Analysts and Junior Support Analysts through formal sessions and day-to-day technical support is required.
Ability to manage enterprise client expectations and maintain high satisfaction scores across complex case types is required.
Ability to manage a high volume of complex cases, contribute to knowledge management, and work effectively across a broad cultural spectrum is required.

Responsibilities

Resolve complex technical issues and advanced ERP support requests independently, achieving greater than 80% complex case resolution rate, greater than 90% first-time fix rate, and less than 6 hours average resolution time.
Provide technical mentoring and guidance to Support Analysts and Junior Support Analysts, conducting at least one knowledge transfer session per month and contributing to measurable improvement in junior analyst performance.
Contribute at least five high-quality articles per month to the knowledge base and Support Extranet, maintaining greater than 90% positive feedback and ensuring the online help system and discrepancy database are accurate and up to date.
Maintain and update the discrepancy database by raising, duplicating, documenting, and closing events according to standard procedure, and refer unresolved issues to the relevant department in a timely manner.
Participate in root cause analysis and problem management for recurring or complex issues, and support testing and validation of system updates, patches, and product pre-releases.
Handle priority client issues and complex customisation problems, maintaining greater than 95% SLA adherence and greater than 4.0/5.0 client satisfaction for complex cases handled.
Collaborate with development teams on enhancement requests, communicate software trends to the Support Services Manager, and support the release candidate programme.

Desired Qualifications

A Bachelor's degree in Computer Science or Computer Engineering is beneficial.
Professional certifications in relevant ERP platforms are beneficial.
ITIL Foundation certification is beneficial.
Syspro ERP certifications are beneficial.
Experience mentoring junior team members is preferred.

Provide advanced technical support for complex ERP issues, mentor junior team members, and contribute to continuous improvement initiatives within Global Support Operations. The role is responsible for independently resolving sophisticated technical problems, supporting knowledge transfer across the team, and maintaining high standards of service quality for enterprise clients.

Responsibilities

Resolve complex technical issues and advanced ERP support requests independently, achieving greater than 80% complex case resolution rate with a greater than 90% first-time fix rate and less than 6 hours average resolution time.
Provide technical mentoring and guidance to Support Analysts and Junior Support Analysts, conducting a minimum of one knowledge transfer session per month and contributing to measurable improvement in junior analyst performance.
Contribute a minimum of 5 high-quality articles per month to the knowledge base and Support Extranet, maintaining greater than 90% positive feedback and ensuring the online help system and discrepancy database are accurate and up to date.
Maintain and update the discrepancy database – raising, duplicating, documenting, and closing all events as per standard procedure, and referring unresolved issues to the relevant department timeously.
Participate in root cause analysis and problem management for recurring or complex issues, and support testing and validation of system updates, patches, and product pre-releases.
Handle priority client issues and complex customisation problems, maintaining greater than 95% SLA adherence and greater than 4.0/5.0 client satisfaction for complex cases handled.
Collaborate with development teams on enhancement requests, communicate software trends to the Support Services Manager, and support the release candidate programme.

Requirements

Minimum Level of Education

Senior Certificate or NQF Level 4 equivalent

Beneficial Qualifications

Bachelor’s degree in Computer Science or Computer Engineering; professional certifications in relevant ERP platforms; ITIL Foundation certification; Syspro ERP certifications

Minimum Experience

Minimum 4–6 years of experience in ERP technical support; 3–5 years in software design, testing, and/or troubleshooting; experience handling complex technical issues and system implementation or customisation
Compulsory: proven Syspro ERP product experience
Experience mentoring junior team members preferred

Special Skills and Knowledge

Advanced knowledge of ERP systems and business processes, with strong troubleshooting and analytical skills applied to complex, multi-layered technical issues.
Understanding of system integration, data migration, programming languages, and scripting, with proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services.
Demonstrated ability to conduct root cause analysis, manage complex escalations, and develop reusable solutions that reduce repeat case volume across the team.
Effective technical mentor – able to guide, coach, and upskill Support Analysts and Junior Support Analysts through formal sessions and day-to-day technical support.
Strong client advisory and communication skills, with the ability to manage enterprise client expectations and maintain high satisfaction scores across complex case types.
Organised, deadline-driven, and collaborative – able to manage a high volume of complex cases, contribute to knowledge management, and work effectively across a broad cultural spectrum.

Benefits

25 annual leave days
30 days paid sick leave over 3-year cycle
Hybrid working environment (3 office days, with Tuesday and Thursday as mandatory)
Pension 10%
Medical aid
Life insurance
Income continuation protection
Funeral Benefit
Provident Fund Admin Fee
Global Education Protection
Bonus/ commission programmes
Maternity: 6 months at half pay
Paternity: 2 weeks full pay
Employee Assistance Programme
Free Barista Coffee Daily
Gym Facilities
Free Daily Lunch
Free Fruit on a Tuesday & Thursday

About the Company

SYSPRO

ERP software for manufacturing and distribution

SYSPRO provides ERP software tailored for manufacturing and distribution. Its scalable platform integrates core functions such as accounting, inventory, manufacturing, and distribution, with modules for warehouse management and digital manufacturing, and can be deployed on‑premise, in the cloud, or in a hybrid setup. The company differentiates itself with a long history focused on production and distribution, global reach, and a strategy of growth through acquisitions and expanding capabilities after Advent International’s majority investment. The goal is to help manufacturing and distribution firms run operations efficiently at scale by offering an adaptable, end‑to‑end ERP solution.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Gauteng, South Africa
Founded: 1978

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