Applications Support Analyst

Eseye Limited; Johannesburg; Hybrid; ZAR 350 000 - 500 000; Full time

Job summary

A leading technology provider is looking for an Applications Support Analyst in Johannesburg. The successful candidate will provide technical support and solutions for complex issues, engaging with customers and tech teams. A degree in Computer Science or Engineering and over 3 years' experience in technical support are essential. This role offers flexible working conditions and a competitive salary.

Benefits

Competitive salary

Excellent training

Qualifications

• 3+ years' experience in Technical Customer Services or Technical Systems Support.
• 1+ year's experience in a second line technical specialist role.
• Experience in customer-facing positions.

Responsibilities

• Perform detailed analysis and provide escalation and mitigation services.
• Provide high-level technical triage for operations and Dev teams.
• Work with service deployment and customer success teams.

Skills

Linux support

MYSQL

Networking concepts

Customer service

Technical problem-solving

Education

Degree in Computer Science, Engineering or equivalent

Tools

Wireshark

Microsoft Excel

Cisco configuration

GitHub

PHP

Job description

Company Description

Eseye empowers businesses to embrace IoT without limits.

We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets.

Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy, and round-the-clock support allows businesses to overcome the complexity of IoT design, development, and deployment.

We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong.

Supported by our unique AnyNet Secure® SIM technology, Connectivity Management Platform, and a powerful partner ecosystem, we help more than 2, customers to seamlessly connect millions of devices across countries, agnostic to over available global networks.

Position

Applications Support Analyst - Full - Time / Hybrid (Successful candidate will be expected to visit our client's site 2-3 times per week)

Essential criteria

Must live in Johannesburg, South Africa, within 1 hour's commute of client's site.

Role Overview

The main responsibility of our Application Support Analyst is to perform detailed analysis and provide escalation and mitigation services whilst owning complex technical incidents.

A key part to this role is providing swift resolutions to complex problems to minimise and circumvent customer business outage.

Role Requirements

• Take ownership of problems that are escalated by the Customer Support team, Account Management team and MTN.
• Provide a high level of technical triage and analysis for our Operations / Dev teams, MTN and interconnect partners.
• Work with the service deployment and Customer Success teams to ensure a successful resolution to customer incidents.
• Provide a level of triage and escalation of incidents and managing through problems to the operational infrastructure teams or interconnect partners.
• Work closely with other teams within the business to deliver the shared goals of the operations functions.
• Responsible for the comprehension and manipulation of business data within MySQL databases.
• Responsible for planning, owning, and creating business processes that meet customer and business needs, to mitigate future incidents and problems.
• Responsible for providing regular status reports on incident progress to Eseye management.
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Eseye teams and white label partners (including MTN).
• Responsible for the triage and prioritisation of problems within the structure of defined Operational Level Agreements, to meet the requirements of agreed customer Service Level Agreements.
• Represent Eseye to MTN and liaise with the account management team, including weekly site visits.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.
• Willingness to be flexible and adaptable to cope with changing customer and operational requirements.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO)

Requirements

Skill / Person

• Degree level Computer Science, Engineering or equivalent.
• 3+ years' experience working in Technical Customer Services or Technical Systems Support.
• 1+ year's experience working in a second line technical specialist role.
• Well versed in established customer service and SLA management processes.
• Extensive experience working in service focused teams, ideally in a telecoms or communications environment.
• Good systems support experience with Linux.
• Experience in reviewing application code to triage and report application problems accurately to level 3 teams.
• Working knowledge of fundamental networking concepts.
• Well versed in MYSQL (or equivalent) languages and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially Excel.
• The ability to solve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
• A working knowledge of GSM / LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.
• Familiarity and experience in Cisco based infrastructure (or equivalent) configuration via command line access is highly desirable.
• Familiarity with GitHub
• Working knowledge of PHP (or equivalent) applications.

Other information

Offering a competitive salary and excellent training