Application Support Engineer - Johannesburg

Role Overview: · Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining great customer service relationships and upholding the SLA between Sybrin ...

Job description

Role Overview:

Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining great customer service relationships and upholding the SLA between Sybrin and our customers. Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin's in-house proactive monitoring and automated recovery software. Working in a team is mandatory, strong interpersonal relationships and being able to work under pressure is crucial.

Apply for this role if you are detail orientated, customer service oriented and enjoy satisfaction from solving complex problems. You will have an opportunity to mentor / coach Junior engineers in this role as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role (we expect competence in remote work technologies for supporting customers). You must be willing to work and support customers on weekends or after normal hours for which there is fair compensation.

Qualifications and Experience:

• Degree + Professionally Skilled Level.
• Minimum 4 years' experience at Intermediate level.

Key Responsibilities:

• As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives.
• The Application Support Engineer (ASE) is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience. You will work to prevent recurring incidents and resolve any repeated issues within agreed time frames.
• As an Application Support Engineer (ASE), you will lead by example in managing the Incident Management System (IMS). Your role involves ensuring that all tickets are accurately updated and closed according to SLA standards, while also meeting quality expectations.
• As an Application Support Engineer (ASE), you will set the standard for technical and professional interactions with customers. Leveraging your service delivery experience, you will aim to exceed customer expectations and foster strong, trust-based relationships.
• As an experienced member of the Service Delivery team, the Application Support Engineer (ASE) will lead key functions and assume responsibilities typically managed by the Support Tech Lead. You will provide leadership and guidance to Juniors, and actively support and promote initiatives set by the Support Tech Leads.
• The Application Support Engineer (ASE) will handle escalations from Juniors, providing guidance on problem-solving, log file analysis, and troubleshooting. You will ensure adherence to Sybrin support and development best practices, implementing improvements where necessary. You will also manage customer escalations related to medium to high-impact issues while keeping management and the Support Tech Lead informed.
• The Application Support Engineer (ASE) is expected to positively influence and uphold the company culture within the teams under the Support Tech Lead and Service Delivery Manager (SDM). This includes reinforcing company values, providing regular recognition, and using constructive feedback to address deviations from these values. Additionally, you will share aspects of our company culture with customers to enhance our brand identity.
• The Application Support Engineer (ASE) is responsible for delivering high-quality solutions on time, adhering to Sybrin standards and best practices. You will be involved in all stages of solution delivery to ensure readiness for support, and maintain a strong understanding of the code and backend workings of the solutions you support.
• The Application Support Engineer (ASE) is responsible for applying deep knowledge of systems, components, and business processes to guide or create comprehensive test cases. You will conduct effective testing, anticipate impacts of changes, and maintain a database of test cases to streamline future testing efforts
• The Application Support Engineer (ASE) is expected to demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices. You will be responsible for continuously improving your skills, following code review procedures, and ensuring high-quality, stable solutions.

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 (ability to draw basic system flows and Diagrams and understand these and associated symbols);
• Infra / Networking concepts for physical as well as cloud hosted solutions;
• IIS (hosting of web applications, managing certificates, debugging we applications);
• Web Services;
• Customer Service Mindset / ITIL;
• Team Player;
• Works well under pressure;
• Go Getter;
• Self-Motivated;
• Innovative;
• Accountable;
• Proactive;
• Reliable and dedicated.