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- Take ownership of customer issues reported and see them through to resolution, including if these are later identified as bugs.
- Perform effective preventative maintenance by systematically inspecting, detecting, and correcting incident failures either before they occur or before they develop into major defects.
- Assist with training and mentoring junior support engineers.
- Maintain inter-departmental relations.
- Keep Company information confidential.
- Live by the standards and values of the company. Always behave and look presentable even outside working hours.
- Keeping up to date with all changes in applicable processes and procedures.
- Adhere to Health and Safety implementation, policies, and procedures.
- Keep to scheduled working hours.
- Interact with supervisors, other managers, staff, and any clients in a friendly and courteous manner.
- Manage and build corporate image.
- Provide day-to-day support for all company's software and systems deployed at international telecommunications network operators.
- Analyze and debug the system and postpaid application issues.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Provide feedback on Critical issues to support the completion of the Root Cause Analysis documentation.
- Regular knowledge base updates.
- Perform standby activities (defined as support of Critical and High service impacting incidents) as scheduled.
- Actively participate in the deployment of new services and products.
- Prepare accurate and timely defined reports within the defined timeframes.
- Assist in preparing all required month-end reports by the set due date.
- Attend meetings as requested.
- Execute defined daily, weekly, and monthly maintenance activities across all supported systems.
- Actively monitor systems and processes.
- Identify gaps in the defined monitoring of the systems and processes.
- Always communicate in a professional and courteous manner – irrespective of whom you are dealing.
- Be solution-focused – brand ambassador.
- Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
- Receive instructions from your superior and act on it diligently and effectively.
- Extended working hours to participate in conference calls across time zones.
- Extended working hours to perform standby duties as required per roster.
- Extended working hours to perform Production Deployments when required.
- Assist with training and mentoring of Junior Support Engineers.
- Good SQL knowledge is essential. PL/SQL will be a definite advantage.
- Good knowledge of Linux is essential.
- Oracle APEX skills would be very beneficial.
- Bash Scripting will be an advantage.
- Able to use PL/SQL to retrieve data from Oracle databases, including Procedures/packages.
- An understanding of the Software Development Life Cycle.
- An understanding of System Monitoring and alarming processes.
- Strong Problem-solving skills and accurate forecasting of effort required and closing timeframe.
- Comfortable working with all levels in customer organization - engineering, middle management, executive management.
- Respect and Valuing Diversity.
- Multitasker, Self-motivated.
- Trusting and honest.
- Accountable.
- Client/Customer Service Orientation.
- Efficiency.
- Quality Assurance.
- Attention to detail.
- Interpersonal skills.
- Solid Team player.
- Commitment to team deliverables.
- Cooperative, Harmonious.
- Communication skills.
- Well-groomed and professional.
- Adaptability.
- Ability to work under pressure.
Support Engineer - Cape Town - MBR Partners

3 weeks ago

Description
Job Description
Support Engineers are deployed on various product lines. The position will primarily focus on supporting and maintaining custom applications.
Responsibilities:
About You:
Please note that the salary can be negotiated.
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