Junior Software Support Engineer

Nebula; Milnerton; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

20 Leave days a year

High-spec laptops for remote work

Flexible working hours

Well-being program & employee support

Microsoft courses & certifications

Culture & CSR initiatives

Hackathons

Job summary

Nebula is seeking a Junior Software Support Engineer in Milnerton, Western Cape to support the Nebula product suite and ensure low resolution times with high customer service levels.

You will manage the Service Desk, triage tickets, maintain the knowledge base, and collaborate with DevOps to improve monitoring and automation opportunities. A IT qualification and strong communication are essential.

Qualifications

• A tertiary qualification in IT is required.
• Strong interpersonal and communication skills essential.
• Experience with service desk processes is advantageous.

Responsibilities

• Manage the L1 Service Desk Queue and be the first line of contact for client support.
• Handle L1 & L2 tickets across multiple projects.
• Assist in prioritization and scheduling of the L2 backlog.
• Reduce escalations via effective L1/L2 triage and daily checklists.
• Build and maintain the Service Desk knowledge base.

Skills

L1/L2 support

Communication

Team orientation

Attention to detail

English proficiency

Education

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!)