Junior Software Support Engineer

Nebula; Cape Town; Remote; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Leave days

Remote work

Flexible hours

Well-being program

Microsoft courses

CSR initiatives

Hackathons

Job summary

Nebula in Cape Town is seeking a Junior Software Support Engineer to maintain fast issue resolution times and high customer service. You will be the first line of contact for clients, managing the L1 Service Desk queue across multiple projects, and supporting DevOps and QA teams.

The role emphasizes teamwork, a IT qualification, strong English, and proactive energy. We offer remote-friendly work, flexible hours, and opportunities to grow with Microsoft courses and certifications, plus wellbeing

Qualifications

• Tertiary IT qualification required.
• Strong customer service mindset and communication skills.
• Ability to work in a team and adapt quickly.
• Proactive with high energy and attention to detail.
• Experience with Microsoft Office (PowerPoint, Project, Word or Excel) is a plus.

Responsibilities

• Manage the L1 Service Desk queue as first contact for clients.
• Resolve L1 and L2 tickets across projects.
• Assist in prioritizing the L2 backlog and reduce escalations.
• Maintain daily checklists and build the Service Desk knowledge base.
• Monitor Service Desk and identify automation opportunities.
• Report monthly Service Desk operations to stakeholders.
• Coordinate with product QA and DevOps on issues.
• Handle Head Office calls with high customer service standards.

Skills

Customer service

Teamwork

Communication

Attention to detail

Proactive

Energy

Education

Tertiary IT qualification

Tools

Azure DevOps

Azure SQL

Azure PaaS

C#

.NET 8

Angular

SQL

Snowflake

Job description

Do you w ant to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If youansweredyes,keep reading.

Who Are We?

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

• https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s
• https://www.youtube.com/watch?v=iVk3_vVyrW0

Job Opportunityat 1Nebula:

The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of the Junior Software Support Engineer is to maintain low issue resolution times and high customer service levels.

WhatYouwill do within this role (Your key responsibilities):

• Manage the L1 Service Desk Queue and being the first line of contact for client support
• Manage and resolve L1 & L2Service Desk tickets across multiple projects
• Assist in prioritization and scheduling of the L2 Defect Backlog
• Reduce the number of L3 Escalations by means of effective L1 and L2 triage
• Perform and oversee documented daily checklists verification
• Build and maintain the Service Desk knowledge base
• Enhance Service Desk monitoring by identifying automation opportunities
• Report on monthly Service Desk operations
• Communicate re-occurring issues to the relevant product Quality Analyst, working closely with the Devops Team
• Work a rotational Service Desk Standby schedulefor monitoring and escalations
• Answer and manage all incoming Head Office calls, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.

More about You (Our requirements for the role):

Although we believe in the potential of others more than anything else thereare some minimumrequirements we would look for so consider these before sending us your application

• You are driven and passionate about excellent client services
• You have a tertiary qualification in IT
• Strong interpersonal and communication skills
• Work well in a team-oriented environment
• Pro-active with high levels of energy,tenacityand enthusiasm to deliver results
• Exceptional focus on quality and strong attention to detail
• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel
• Good command of written/verbal business English

Our Current Tech Stack:

• Azure DevOps
• Azure SQL and related cloud-based database and storage
• Azure PaaS Services
• C#
• .NET 8
• Angular
• SQL
• Snowflake

Our Amazing Perks!

• Enjoy 20 Leave days a year.
• High spec laptops and equipment for you to comfortably work remotely.
• Flexible working hours.We work on a flexible schedule from Monday to Friday where you can make the hours work for you.
• Access to our Well-being program and Employee support services - we believe in work/life balance being of utmost importancefor you and yourfamily so thisperk is for them too.
• Grow your skills and learn something new with paid for Microsoft courses and certifications.
• Give back by participating in our Culture and Social Responsibility initiatives.
• Hackathons (If you find yourself in office,we'll provide the pizza!)