Support Engineer - Cape Town / Johannesburg
- Location: JHB - Northern Suburbs
- Type: Permanent
- Schedule: Full Time
- Published: 6 days ago
- Non EE/AA
Reference: JHB000320-JG-2 A world-class identity platform provider using multi-modal biometrics to enable individuals and businesses to interact conveniently and safely is looking for a Support Engineer.
Duties & Responsibilities
The role will involve building, maintaining, and troubleshooting their rapidly expanding core and client infrastructure. It will also involve operating as a part of a talented team of technologists that demonstrate superb technical competency, delivering mission-critical infrastructure and ensuring the highest levels of availability, performance, and security.
Duties will include but are not limited to:
- Pro-active monitoring of all internal systems and products
- Create meaningful knowledge base articles on ticket resolution to enable helpdesk and others to quickly resolve repeat topics
- Administration of support desk and collaboration with other support staff
- Administration of CRM and other internal systems
- Participate in the design of information and operational support systems and processes
- Directly participate in the support queue for tickets and/or be an escalation point for peers working at the support desk
- Maintain all contractual SLAs
- Ensure resolution and RCA's of all assigned support tickets in accordance with customer SLAs
- Administer and assist with all general internal IT user support and administration
- Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
- Liaise with vendors and other IT personnel for problem resolution
- Collaborate with client/partner/vendor development teams for the maintenance of custom-built or client-specific applications
- Assist where needed in the product development life cycle
Requirements
- Tertiary qualification in Information Technology (e.g., BS/MS degree in Computer Science, Engineering, or a related subject would be advantageous)
- Working history with Azure-based environments
- Minimum of 5 years’ related experience
- Knowledge of cloud technologies, operating systems, databases, and integration methodologies
- Experience working with Azure specifically for general IT support, user account management, role and rights management, and ability to troubleshoot internal IT tickets
- Demonstrate general IT experience from networking, desktop support, environment maintenance, policy, and ISO compliance as well as databases
- Some development experience or ability to read/interpret code would be an added advantage
- Strong aptitude for log reading, Azure reporting and logging management, and trend analysis
- Proven history with pro-active support and triage. Ability to take a problem ticket, investigate, replicate, resolve, or define well enough to assist developers to resolve
- Eagerness to constantly learn or become competent on new technology platforms, internal systems, and collaborate on ways to better support the ever-evolving business
- Understand that the role requires ownership from logging to resolution of problems and engagement with other team members for software bugs or escalations
Package & Remuneration
Market related
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