Support Engineer - Johannesburg - Select One

    Select One
    Select One Johannesburg

    1 week ago

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    Description

    Support Engineer

    • Location: JHB - Northern Suburbs
    • Type: Permanent
    • Schedule: Full Time

    A world-class identity platform provider using multi-modal biometrics to enable individuals and businesses to interact conveniently and safely seeks 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.

    • 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

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