Support Engineer - Cape Town / Johannesburg

Support Engineer - Cape Town / Johannesburg

• Location: JHB - Northern Suburbs
• Type: Permanent
• Schedule: Full Time
• Published: 6 days ago
• Non EE/AA

Reference: JHB000320-JG-2

A world-class identity platform provider using multi-modal biometrics to enable individuals and businesses to interact conveniently and safely is looking for a Support Engineer.

Duties & Responsibilities

The role will involve building, maintaining, and troubleshooting their rapidly expanding core and client infrastructure. It will also involve operating as a part of a talented team of technologists that demonstrate superb technical competency, delivering mission-critical infrastructure and ensuring the highest levels of availability, performance, and security.

Duties will include but are not limited to:

• Pro-active monitoring of all internal systems and products
• Create meaningful knowledge base articles on ticket resolution to enable helpdesk and others to quickly resolve repeat topics
• Administration of support desk and collaboration with other support staff
• Administration of CRM and other internal systems
• Participate in the design of information and operational support systems and processes
• Directly participate in the support queue for tickets and/or be an escalation point for peers working at the support desk
• Maintain all contractual SLAs
• Ensure resolution and RCA's of all assigned support tickets in accordance with customer SLAs
• Administer and assist with all general internal IT user support and administration
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Liaise with vendors and other IT personnel for problem resolution
• Collaborate with client/partner/vendor development teams for the maintenance of custom-built or client-specific applications
• Assist where needed in the product development life cycle

Requirements

• Tertiary qualification in Information Technology (e.g., BS/MS degree in Computer Science, Engineering, or a related subject would be advantageous)
• Working history with Azure-based environments
• Minimum of 5 years’ related experience
• Knowledge of cloud technologies, operating systems, databases, and integration methodologies
• Experience working with Azure specifically for general IT support, user account management, role and rights management, and ability to troubleshoot internal IT tickets
• Demonstrate general IT experience from networking, desktop support, environment maintenance, policy, and ISO compliance as well as databases
• Some development experience or ability to read/interpret code would be an added advantage
• Strong aptitude for log reading, Azure reporting and logging management, and trend analysis
• Proven history with pro-active support and triage. Ability to take a problem ticket, investigate, replicate, resolve, or define well enough to assist developers to resolve
• Eagerness to constantly learn or become competent on new technology platforms, internal systems, and collaborate on ways to better support the ever-evolving business
• Understand that the role requires ownership from logging to resolution of problems and engagement with other team members for software bugs or escalations

Package & Remuneration

Market related

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