Tier 2 Software Support Consultant

About Us;

Fusion Software is a South African based software, web, and app solutions provider. We have been operating since 2002 and currently have around 15,000 users on our platform. We offer CRM, Sales, Projects, Timesheets, Stock, Manufacturing, Accounts and HR solutions to name a few, and we deploy combinations of these modules in order to answer a clients specific business needs. In short, any business of any size can benefit from our solutions whether it's a start-up or a corporate, with the ability to adapt your solution to fit ever changing industries.

Role Overview

Fusion Software is seeking a Tier 2 Software Support Consultant to provide technical and functional support for its software applications and related database environments.

This is a software application support position. The role focuses on troubleshooting, configuring, maintaining and supporting Fusion Software solutions. It is not a hardware, desktop repair, network infrastructure or general IT support role.

Key Responsibilities

• Provide Tier 2 support for Fusion Software applications.
• Investigate, troubleshoot and resolve software-related incidents and technical queries.
• Install and configure Fusion Software application platforms.
• Support and maintain existing client software implementations.
• Analyse application errors, system behaviour and data-related issues.
• Interact with Microsoft SQL databases for data importing, querying, validation and analysis.
• Assist with basic application-related SQL Server configuration.
• Support application components hosted through Microsoft Internet Information Services (IIS).
• Document incidents, investigations, resolutions and client communications.
• Escalate complex software defects or development-related issues to the appropriate technical team.
• Communicate professionally with clients, internal teams and project stakeholders.
• Provide training and guidance to clients on Fusion Software systems.
• Travel to client sites within the country when required.

Technical Skills

• Microsoft Windows Server, particularly Microsoft Entra ID/Azure Active Directory and permissions configuration.
• Microsoft Windows desktop environments.
• Microsoft SQL Server and T-SQL.
• Microsoft SQL Server configuration.
• Microsoft Internet Information Services (IIS).
• Advanced Microsoft Excel skills.
• Strong software troubleshooting and problem-solving abilities.
• Ability to interpret application errors, logs and data-related issues.

Minimum Requirements

• Bachelor Degree in Information Technology
• Reliable transport.
• Proficient verbal and written communication skills in English.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Strong analytical and problem-solving skills.
• A client-focused approach and the ability to manage support queries professionally.
• Ability to work independently and collaboratively within a support team.

Important Role Clarification

This position supports software applications and their related database and application environments. It does not primarily involve:

• Repairing or replacing computers, laptops, printers or other physical equipment.
• Troubleshooting hardware faults or damaged devices.
• Installing or maintaining network cabling and other physical infrastructure.
• Providing general hardware helpdesk or field technician services.

Salary: R15K- R20K commensurate with experience and skill