Technical Support Professional

5 days ago

Cape Town, Western Cape, South Africa Advania Company Full time

We are seeking a skilled technical professional to join our team and contribute to delivering exceptional technical support to our customers who utilize our data platforms service.

At Advania, we empower our team members to leverage technology to create lasting value for our clients and the wider community.

**Responsibilities:**

  • Provide technical support to end-users with a focus on data platforms and services.
  • Manage queries and incidents effectively, ensuring high-quality customer interactions.
  • Take ownership of tickets and professionally manage them through to resolution or escalation.
  • Apply accurate troubleshooting techniques to resolve issues efficiently.
  • Collaborate as an active team member to achieve personal and team objectives.
  • Offer mentorship and guidance to junior members of the Data Platforms team.
  • Maintain professional relationships with clients and peers.
  • Utilize exceptional customer service skills to exceed customer expectations.
  • Identify and report potential client-facing risks.
  • Document customer feedback and potential product requests.
  • Maintain a personal development plan with your line manager.
  • Perform additional tasks assigned by management.
  • Ensure Service Level Agreements (SLAs) are consistently met.

**Requirements:**

  • Strong knowledge of database management systems, such as Microsoft SQL Server.
  • Experience deploying SQL Server IaaS, as well as Azure data services components (Azure SQL DB, Managed Instance, Data Factory).
  • Proven expertise with HA and DR database service technologies available in IaaS and PaaS (Azure-based) SQL deployments – specifically AlwaysOn Availability configuration design and implementation, Failover clustering, log shipping, replication, etc.
  • Proficiency in writing complex SQL queries and optimizing database performance.
  • Develop and implement data security policies, procedures, and best practices to protect sensitive information.
  • Resolve database performance issues, such as slow queries, inefficient indexing, or resource contention.
  • Conduct database capacity planning to anticipate future storage and performance needs.
  • Implement and maintain database monitoring tools to proactively identify and resolve issues.
  • Create comprehensive documentation of database systems, including schema, configurations, and standard operating procedures.
  • Generate regular reports on database performance, usage, and security compliance for management and stakeholders.

**Work Arrangements:**

This role involves working from home and in the office/client site for four days each month.

**Inclusive Hiring:**

We aim to provide an inclusive experience for all candidates, respecting their background and characteristics protected by applicable law.

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