Application Support Engineer
2 weeks ago
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MINIMUM REQUIREMENTS:
- A Diploma in Information Technology at an NQF level 6.
- Five (5) years of relevant experience.
Certificates:
- ITIL Foundation
ADVANTAGEOUS:
- SQL and Oracle DBA Fundamentals: writing queries, performance tuning, user access management.
- ITSM: Incident, Problem, and Change Management.
- SQL: Querying, troubleshooting, and performance optimization.
- Oracle Certified Associate.
- Microsoft SQL Server Certification (MCSA/MCSE).
KEY RESPONSIBILITIES:
Management of systems in accordance with ITIL Methodologies:
- Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
- Provide 1st and 2nd-level support for all SANRAL applications, ensuring minimal disruption to the internal and external users.
- Follow the incident management, change management and problem management according to the ITIL Framework.
- Investigate, troubleshoot, and resolve application-related issues and escalating developers when required.
- Perform root cause analysis (RCA) to prevent recurring application issues.
- Continuous Improvements.
Operational:
- Monitor application performance, availability, and reliability using monitoring tools.
- Identify and resolve slow performance, integration failures, and system errors.
- Work closely with database administrators, network engineers, and partners to optimize application performance.
- Assist users with application-related queries, configurations, and best practices.
- Provide training and documentation for common issues and solutions.
- Manage user access, authentication, and authorization for applications.
- Support disaster recovery (DR) and backup plans for business-critical applications.
- Write and execute SQL queries to analyse and troubleshoot application-related database issues.
- Identify slow-performing queries and work with DBAs to optimize performance.
- Troubleshooting of Oracle tablespaces, schemas, and user roles for application.
- Assist with database connectivity issues, user access, and data integrity.
Reporting and Improvements:
- Generate application health reports on uptime, incident resolution times, and performance.
- Recommend process improvements to enhance system reliability and user experience.
- Document known issues, solutions, and troubleshooting steps in a knowledge base.
- ICT jobs
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