Application Support Engineer - Johannesburg - Sybrin

    Sybrin
    Sybrin Johannesburg

    5 days ago

    Default job background
    Description

    Job Title: Application Support Engineer (ASE)

    Role Overview:

    The Application Support Engineer (ASE) plays a critical role in ensuring the company's service delivery and adherence to contractual obligations. This position involves troubleshooting code faults in Sybrin software, maintaining customer relationships, and upholding Service Level Agreements (SLAs). The ASE must be proactive in performing preventative maintenance on critical functions using Sybrin's monitoring and automated recovery software.

    This is a fully remote role requiring strong interpersonal skills, ability to work under pressure, and discipline. The ideal candidate will be detail-oriented, customer-service oriented, and enjoy solving complex problems. As an emerging leader and expert in the IS industry, this role offers opportunities for mentoring and coaching junior engineers.

    Key Responsibilities:

    • Ensure seamless operational environments for customers and enhance their service experience by preventing recurring incidents and resolving repeated issues within agreed time frames.
    • Manage the Incident Management System (IMS), updating and closing tickets according to SLA standards while meeting quality expectations.
    • Set the standard for technical and professional interactions with customers, aiming to exceed their expectations and foster strong, trust-based relationships.
    • Lead key functions and assume responsibilities typically managed by the Support Tech Lead, providing leadership and guidance to juniors.
    • Handle escalations from juniors, guiding problem-solving, log file analysis, and troubleshooting, while adhering to Sybrin support and development best practices.
    • Possitively influence and uphold the company culture, reinforcing values, providing recognition, and using constructive feedback to address deviations.
    • Deliver high-quality solutions on time, adhering to Sybrin standards and best practices, and maintaining a strong understanding of the code and backend workings of supported solutions.
    • Apply deep knowledge of systems, components, and business processes to guide or create comprehensive test cases, conduct effective testing, and anticipate impacts of changes.
    • Demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices, continuously improving skills and following code review procedures.

    Critical Technical and Behavioral Skills Required:

    • Programming Languages: C#, Angular, Typescript, MS SQL, POSTGRESQL;
    • OFFICE 365: MS Teams, Excel, Word, Outlook, PowerPoint;
    • VISIO or DRAW.IO: drawing basic system flows and diagrams and understanding associated symbols;
    • Infra / Networking concepts: physical and cloud-hosted solutions;
    • IIS: hosting web applications, managing certificates, debugging web applications;
    • Web Services;
    • Customer Service Mindset / ITIL;
    • Team Player;
    • Works well under pressure;
    • Go Getter;
    • Self-Motivated;
    • Innovative;
    • Accountable;
    • Proactive;
    • Reliable and dedicated.
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