Our Client is seeking a dedicated and proactive Support Engineer to join our dynamic team. The role will focus on supporting and maintaining custom applications across various product lines. As a Support Engineer, you will take ownership of customer issues, working diligently to resolve incidents and bugs, ensuring seamless service delivery. You’ll play a key role in preventive maintenance, proactively identifying and addressing potential failures before they escalate into major defects.In addition, you will assist in the training and mentoring of Junior Support Engineers, ensuring the continued development and success of your team. This role provides an exciting opportunity to work on cutting-edge technology in a fast-paced, international environment while delivering high-quality support to telecommunications network operators.

Key Responsibilities:

• Customer Issue Resolution: Take ownership of customer-reported issues, from diagnosis to resolution, ensuring issues are properly logged, tracked, and closed.
• Preventative Maintenance: Proactively inspect, detect, and correct potential system failures before they escalate into critical issues.
• Incident Management: Analyze, troubleshoot, and resolve application and system issues. Follow escalation procedures to ensure timely resolution of unresolved issues.
• Collaborative Problem-Solving: Work closely with internal teams to identify root causes of critical issues and contribute to root cause analysis documentation.
• System Monitoring & Maintenance: Monitor systems and processes to ensure smooth operation. Identify and address gaps in system monitoring and alarm processes.
• Knowledge Sharing: Regularly update the knowledge base with solutions and insights gained from issue resolution. Provide feedback and guidance to team members.
• Service Deployment Support: Actively participate in the deployment of new services and products, ensuring smooth transitions and minimal disruptions to customers.
• Standby Support: Provide critical support during scheduled standby shifts, including handling service-impacting incidents and performing production deployments.
• Reporting & Documentation: Prepare accurate, timely reports as required, including month-end summaries, system updates, and maintenance activities.
• Customer Interaction: Communicate professionally and courteously with customers, ensuring high levels of customer satisfaction and maintaining VAS-X’s reputation for excellent service.
• Team Development: Assist with the training and mentoring of Junior Support Engineers, sharing your expertise and helping them grow in their roles.
Key Requirements:

• SQL Expertise: Strong knowledge of SQL, with the ability to query and retrieve data from Oracle databases. Experience with PL/SQL will be a significant advantage.
• Linux Knowledge: Solid experience with Linux-based systems is essential.
• Oracle APEX Skills: Experience with Oracle APEX is highly beneficial.
• Scripting Knowledge: Proficiency in Bash scripting is a plus, with the ability to automate tasks and processes.
• Software Development Life Cycle: Familiarity with the SDLC and how it applies to system maintenance and issue resolution.
• System Monitoring: Understanding of system monitoring and alarm processes, with the ability to identify and address issues proactively.
• Problem-Solving Skills: Strong analytical and troubleshooting skills, with the ability to forecast efforts and provide accurate timelines for issue resolution.
• Customer-Facing Experience: Comfortable working with stakeholders at all levels, including engineering teams, middle management, and executive leadership.
• Personal Attributes:
  • Strong interpersonal skills, with the ability to build relationships across teams and departments.
  • Self-motivated and able to multitask effectively in a fast-paced environment.
  • Accountable, solution-focused, and always seeking opportunities to improve operations.
  • Adaptable and able to work under pressure to meet deadlines and resolve critical issues.
Additional Qualities:

• Respect for diversity and a cooperative, team-oriented attitude.
• Excellent communication skills, both written and verbal.
• High level of professionalism, with a commitment to client/customer service excellence.
• Ability to work extended hours when required, including standby shifts, conference calls, and production deployments.

Apply now!

If you are interested in this opportunity, please apply directly.  For more IT jobs, please visit www.networkrecruitment.co.za.  If you wish to send your CV per email forward your CV to clombard@networkrecruitment.co.za and copy the reference number in brackets in the subject line of your e-mail.
 
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