Advanced ERP Support – Durban

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Advanced ERP Support – Durban

IT
KZN

Our client in La Lucia is looking for a dynamic, Advanced Support Agent to join our technical support team.
In this role, you will provide expert-level assistance to clients using the ERP platform, with a strong focus on database development, reporting, and cloud infrastructure.
 
You will be a key escalation point for complex technical issues and will work directly with clients to diagnose, resolve, and document solutions across SQL, reporting, and Azure environments.
 
 SQL & Database Support
  • Investigate and resolve complex SQL-related issues within the ERP platform
  • Write, review, and optimise stored procedures, views, and custom queries
  • Diagnose data integrity issues and provide root cause analysis
  • Support schema changes, object definitions, and integration-layer stored procedures
 
Reporting & BI
  • Develop, troubleshoot, and maintain SSRS (SQL Server Reporting Services) reports
  • Build and modify DevExpress reports for client-specific requirements
  • Analyse report dependencies, subscriptions, and scheduled execution failures
  • Assist with Crystal Reports issues including data type and conversion errors
 
Cloud & Infrastructure
  • Support clients hosted on Azure Virtual Machines (VMs)
  • Manage and troubleshoot SQL Azure (Azure SQL Database) environments
  • Assist with connectivity, performance, and configuration issues in Azure-hosted installations
 
Client Engagement
  • Provide professional telephonic support to clients — a core requirement of this role
  • Communicate technical findings clearly to both technical and non-technical stakeholders
  • Log, track, and resolve tickets within Freshdesk in accordance with SLA targets
  • Produce clear investigation summaries, case notes, and client-facing documentation
 
Collaboration & Escalation
  • Act as a senior escalation resource for junior support agents
  • Liaise with the development team to log and track dev requests and known bugs
  • Contribute to the internal knowledge base with skills, snippets, and investigation templates
 
Requirements:
  • Advanced SQL — T-SQL query writing, stored procedures, views, and performance tuning
  • SSRS — report development, dataset management, subscriptions, and folder structures
  • DevExpress Reports — design, modification, and troubleshooting
  • Azure Virtual Machines — deployment, configuration, and support
  • SQL Azure / Azure SQL Database — administration and query support
  • Solid understanding of ERP data structures and relational database design
  • Exposure to Crystal Reports advantageous
  • Confident and professional telephonic communication — this is non-negotiable
  • Minimum 2 years in a technical support or SQL development role
  • Strong analytical and problem-solving ability with a structured investigation approach
  • Able to manage multiple open cases and prioritise effectively under pressure
  • Detail-oriented with high standards for documentation and follow-through