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    • Support Engineer - Cape Town - MBR Partners

    MBR Partners
    MBR Partners Cape Town

    1 month ago

    Default job background
    Description

    Job Description:

    Support Engineers play a vital role in various product lines, focusing on custom applications.

    Key Responsibilities:

    • Taking ownership of customer issues and driving them to resolution, including bug identification.
    • Performing effective preventative maintenance through systematic inspection, detection, and correction of incident failures.
    • Assisting with training and mentoring junior support engineers.

    About You:

    • Excellent SQL knowledge is essential; PLSQL experience is a definite advantage.
    • Good understanding of Linux is crucial.
    • Oracle APEX skills are highly beneficial.
    • Bash Scripting will be an asset.
    • Able to use PL/SQL to retrieve data from ORACLE databases.
    • Understanding of the Software Development Life Cycle.
    • Familiarity with System Monitoring and alarming processes.
    • Strong Problem-solving skills and accurate forecasting of effort required and closing timeframe.
    • Comfortable interacting with all levels of customer organization.
    • Multitasking, self-motivated, and adaptable.
    • Effective communication and interpersonal skills.
    • Solid team player with commitment to deliverables.

    Duties Include:

    • Maintaining inter-departmental relations.
    • Keeping Company information confidential.
    • Living by company standards and values at all times.
    • Staying up-to-date with process and procedure changes.
    • Adhering to Health and Safety policies and procedures.
    • Working scheduled hours and interacting professionally with clients and colleagues.
    • Managing corporate image and providing day-to-day software support.
    • Analyzing and debugging system and postpaid application issues.
    • Taking ownership of allocated customer issues and seeing them through to resolution.
    • Researching, diagnosing, and troubleshooting customer issues.
    • Following standard escalation procedures for unresolved issues.
    • Providing prompt and accurate feedback to customers.
    • Closing issues properly and updating knowledge bases regularly.
    • Participating in new service and product deployments.
    • Preparing timely reports and assisting with month-end reporting.
    • Attending meetings and executing daily, weekly, and monthly maintenance activities.
    • Actively monitoring systems and processes.
    • Improving operations, decreasing turnaround times, and providing quality customer service.
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