Support Engineer

MBR Partners; Johannesburg, Cape Town; On-site; ZAR 360,000 - 550,000; Full time

Job summary

A leading company in telecommunications is seeking Support Engineers to maintain custom applications and resolve customer issues. Ideal candidates should have strong SQL and Linux skills, along with the ability to troubleshoot and provide excellent customer service. You will be responsible for performing preventative maintenance, managing corporate image, and delivering daily support for software systems deployed globally.

Qualifications

• Good SQL knowledge is essential.
• Good knowledge of Linux is essential.
• Oracle APEX skills would be very beneficial.

Responsibilities

• Take ownership of customer issues and see them through to resolution.
• Analyze and debug system and application issues.
• Assist with training and mentoring Junior Support Engineers.

Skills

SQL

Linux

Oracle APEX

Bash Scripting

Problem-solving

Job description

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

Support engineers are to 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, and assist with training and mentoring junior support engineers.

The incumbent’s job description is not limited to the following;

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, will be an advantage.
• 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 Valuing Diversity.
• Multitasker, Self-motivated.
• Trusting and honest.
• Accountable.
• Client/Customer Service Orientation.
• Efficiency.
• Quality Assurance.
• Attention to detail.
• Interpersonal skills.
• Solid Team player.
• Commitment to team deliverables.
• Cooperative, Harmonious.
• Communication skills.
• Well-groomed and professional.
• Adaptability.
• Ability to work under pressure.

Responsibilities will include (but not be limited to):

• Maintain inter-departmental relations.
• Keep Company info confidential.
• Live by the standards and values of the company. Always behave and look presentable even outside working hours.
• Keeping up to date with all changes in applicable Processes and procedures.
• Adhere to Health and Safety policies and procedures.
• Keep to scheduled working hours.
• 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 system and postpaid application issues.
• Take ownership of allocated customer issues and see them through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Provide feedback on Critical issues for Root Cause Analysis documentation.
• Update knowledge base regularly.
• Perform standby activities as scheduled.
• Participate in the deployment of new services and products.
• Prepare accurate and timely reports within set timeframes.
• Assist in preparing all required month-end reports.
• Attend meetings as requested.
• Execute routine maintenance activities across supported systems.
• Monitor systems and processes actively.
• Identify gaps in system and process monitoring.
• Communicate professionally and courteously at all times.
• Be solution-focused and act as a brand ambassador.
• Continuously improve operations and work processes.
• Follow instructions from superiors diligently.
• Work extended hours for conference calls, standby duties, and deployments as required.
• Assist with training and mentoring Junior Support Engineers.

Please ignore the salary stated as it can be negotiated.