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Support Engineer

1 month ago

Johannesburg, South Africa Network Recruitment 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