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Solution Support Engineer (Software Licensing)


Position Reports to:    Manager: Business Support   

Division:                        Enterprise Design - Enterprise

Location:                       Head Office - Pretoria

Advert Closing Date:  14 October 2022

 About the Position

SARS is searching for a Solutions Support Engineer – Software Licensing with in-depth experience within the Software Licensing Lifecycle. The incumbent will be responsible for the strategic software license management lifecycle by understanding and interpreting all contracted license products (perpetual and subscriptions) enterprise wide.

Job Purpose

To perform complex integrated support and manage the strategic software license management lifecycle for all contracted license products enterprise wide. 

Education and Experience

Minimum Qualification & Experience Required

Relevant National Diploma / Advanced Certificate (NQF 6) AND 2-3 years' experience in a similar environment, of which 1-2 years ideally at knowledge worker level


Senior Certificate (NQF 4) AND Relevant IT Qualification (s) / Certification (s) – see below - , AND  2 - 3 years’ experience in a similar environment  AND additional requirements specified in Min Functional requirements, where applicable

                                                                                                                       ALTERNATIVE #

Senior Certificate (NQF 4) AND 5 years' related experience.

# The alternative qualifications and experience refer to internal minimum requirements

Job Outputs:


  • Accumulate information and provide reports with recommendations applicable to area of specialisation.
  • Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
  • Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
  • Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation.
  • Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.
  • Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions.
  • Correctly apply applicable legislation, including amongst others policies, procedures, and SOPs in the delivery of work outputs.
  • To perform first line support on one up to three integrated bespoke applications throughout its lifecycle.
  • To monitor services, capacity & throughput for deviations from acceptable service levels or unplanned interruptions for one up to three SARS integrated bespoke applications.
  • To identify, track and resolve recurring incidents permanently to prevent incidents from reoccurring and ultimately alms for no incidents for one up to three SARS bespoke applications.
  • To maintain Information about software & hardware configuration Items required to deliver the bespoke solutions services, including their relationships with other Cl's to track Individual configuration Items and the internal configuration of bespoke applications, for one up to three Integrated SARS applications.
  • Assist with regularly testing the organization's capability to provide the necessary level of service following an interruption of service for one up to three SARS bespoke integrated applications in line with organisational strategy.
  • To gather, analyse, store and share knowledge and information to improve efficiency by reducing the need to rediscover knowledge for one up to three integrated SARS bespoke applications in line with organizational strategy.
  • Project Management certification will be an added advantage
  • COBIT Certification will be an added advantage
  • Togaf certification
  • ITIL Certification
  • Demonstrate Systems Development and Support experience in a corporate environment
  • Demonstrate Business/Systems analysis experience in a corporate environment
  • Broad understanding of all facets of Information Technology including SDLC.
  • Understanding of diverse set of technologies (including SQL Server, DB2, C#, Java, Connect Direct, Microsoft OS, Scanning Applications, and the integration through MQ middleware


  • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.


  • Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.


  • Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.


  • Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
  • Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, and quick and error free.

Behavioural competencies

  • Accountability
  • Attention to Detail
  • Building Sustainability
  • Commitment to continuous learning
  • Fairness and Transparency
  • Honesty and Integrity
  • Problem Solving and Analysis
  • Respect
  • Trust

Technical competencies

  • Business IT Systems
  • Computer Literacy
  • Customer Relationship Management
  • Functional Policies and Procedures
  • Planning and Organising
  • Problem Analysis and Judgement
  • Reporting
  • IT Knowledge
  • IT Systems
  • IT Applications
  • IT Project Management
  • Procurement Knowledge

Compliance Competency

  • User Support (IT) – Familiar with
  •  Customer Service Tech (IT)
  • Service Level Management (IT) – Familiar with
  • GOC: Confidential

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

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