Support Engineer

3 weeks ago

Johannesburg, South Africa Jobted ZA C2 Full time

Key Responsibilities:

- Customer Issue Resolution: Take ownership of customer-reported issues, from diagnosis to resolution, ensuring issues are properly logged, tracked, and closed.
- Preventative Maintenance: Proactively inspect, detect, and correct potential system failures before they escalate into critical issues.
- Incident Management: Analyze, troubleshoot, and resolve application and system issues. Follow escalation procedures to ensure timely resolution of unresolved issues.
- Collaborative Problem-Solving: Work closely with internal teams to identify root causes of critical issues and contribute to root cause analysis documentation.
- System Monitoring & Maintenance: Monitor systems and processes to ensure smooth operation. Identify and address gaps in system monitoring and alarm processes.
- Knowledge Sharing: Regularly update the knowledge base with solutions and insights gained from issue resolution. Provide feedback and guidance to team members.
- Service Deployment Support: Actively participate in the deployment of new services and products, ensuring smooth transitions and minimal disruptions to customers.
- Standby Support: Provide critical support during scheduled standby shifts, including handling service-impacting incidents and performing production deployments.
- Reporting & Documentation: Prepare accurate, timely reports as required, including month-end summaries, system updates, and maintenance activities.
- Customer Interaction: Communicate professionally and courteously with customers, ensuring high levels of customer satisfaction and maintaining VAS-Xs reputation for excellent service.
- Team Development: Assist with the training and mentoring of Junior Support Engineers, sharing your expertise and helping them grow in their roles.

Key Requirements:

- SQL Expertise: Strong knowledge of SQL, with the ability to query and retrieve data from Oracle databases. Experience with PL/SQL will be a significant advantage.
- Linux Knowledge: Solid experience with Linux-based systems is essential.
- Oracle APEX Skills: Experience with Oracle APEX is highly beneficial.
- Scripting Knowledge: Proficiency in Bash scripting is a plus, with the ability to automate tasks and processes.
- Software Development Life Cycle: Familiarity with the SDLC and how it applies to system maintenance and issue resolution.
- System Monitoring: Understanding of system monitoring and alarm processes, with the ability to identify and address issues proactively.
- Problem-Solving Skills: Strong analytical and troubleshooting skills, with the ability to forecast efforts and provide accurate timelines for issue resolution.
- Customer-Facing Experience: Comfortable working with stakeholders at all levels, including engineering teams, middle management, and executive leadership.
- Personal Attributes:

- Strong interpersonal skills, with the ability to build relationships across teams and departments.

- Self-motivated and able to multitask effectively in a fast-paced environment.

- Accountable, solution-focused, and always seeking opportunities to improve operations.

- Adaptable and able to work under pressure to meet deadlines and resolve critical issues.

Additional Qualities:

- Respect for diversity and a cooperative, team-oriented attitude.
- Excellent communication skills, both written and verbal.
- High level of professionalism, with a commitment to client/customer service excellence.
- Ability to work extended hours when required, including standby shifts, conference calls, and production deployments.

Apply now

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