Support Engineer

Support Engineers are deployed on various product lines. The position will primarily focus on supporting and maintaining custom applications.

Responsibilities

• Take ownership of customer issues reported and see them through to resolution, including if these are later identified as bugs.
• Perform effective preventative maintenance by systematically inspecting, detecting, and correcting incident failures either before they occur or before they develop into major defects.
• Assist with training and mentoring junior support engineers.
• Maintain inter-departmental relations and keep company info confidential.
• Live by the standards and values of the company. Always behave and look presentable even outside working hours.
• Keep up to date with all changes in applicable processes and procedures.
• Adhere to health and safety implementation, policies, and procedures.
• Interact with supervisors, other managers, staff, and clients in a friendly and courteous manner.
• Manage and build corporate image.
• Provide day-to-day support for all company’s software and systems deployed at international telecommunications network operators.
• Analyze and debug the system and postpaid application issues.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers and ensure proper recording and closure of all issues.
• Provide feedback on critical issues to support the completion of the root cause analysis documentation.
• Regular knowledge base updates.
• Perform standby activities (defined as support of critical and high service impacting incidents) as scheduled.
• Actively participate in the deployment of new services and products.
• Prepare accurate and timely defined reports within the defined timeframes.
• Assist in preparing all required month-end reports by the set due date.
• Attend meetings as requested.
• Execute defined daily, weekly, and monthly maintenance activities across all supported systems.
• Actively monitor systems and processes and identify gaps in the defined monitoring of the systems and processes.
• Always communicate in a professional and courteous manner.
• Be solution-focused and act as a brand ambassador.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and provide quality seamless customer service.
• Receive instructions from your superior and act on it diligently and effectively.
• Extended working hours to participate in conference calls across time zones, perform standby duties as required per roster, and perform production deployments when required.
• Assist with training and mentoring of junior support engineers.

About You

• Good SQL knowledge is essential; PLSQL will be a definite advantage.
• Good knowledge of Linux is essential.
• Oracle APEX skills would be very beneficial.
• Bash scripting will be an advantage.
• Able to use PL/SQL to retrieve data from Oracle databases, including procedures/packages.
• An understanding of the Software Development Life Cycle.
• An understanding of system monitoring and alarming processes.
• Strong problem-solving skills and accurate forecasting of effort required and closing timeframe.
• Comfortable working with all levels in customer organization - engineering, middle management, executive management.
• Respect and value diversity.
• Multitasker and self-motivated.
• Trustworthy and honest.
• Accountable with a client/customer service orientation.
• Efficiency and quality assurance with attention to detail.
• Strong interpersonal skills and a solid team player.
• Commitment to team deliverables, cooperative, and harmonious.
• Excellent communication skills.
• Well-groomed and professional.
• Adaptable and able to work under pressure.