Support Engineer (Development)

SUMMARY:
The Role:

A Software company requires talent, a Support Engineer  to take ownership of this critical role, to provide front-line primary technical support to end users on various technical issues and problems related to software and peripherals in a timely manner according to SLA

Essential Experience:

• Intermediate level experience with C#, .Net Core, HTML5/ Javascript, Python, Java, Vue.JS, Xamarin Forms, Agile and Scrum.

Essential Qualification:

• BSc Computer Science (Preferable)

 

 

KPA''s:

• Calls will come in via various customer systems and may need to be added to JIRA. Support calls will be received via the following channels: Email, JIRA, Calls and Teams
• Logging and processing support calls
• Installing and configuring computer software and systems
• Planning and communicating maintenance upgrades
• Solving password / SSO account problems
• Talking to clients and computer users to determine the nature of the problems they encounter
• Responding to breakdowns
• Investigating, diagnosing and solving computer software faults

The following triage process will need to be followed to investigate and categorize  issues:

• Obtain a complete view of the issue - screenshot evidence, a screen sharing call or other mechanism for identifying the real cause of the issue
• If the issue is training related - train the user
• If the issue is caused by something internal to the users'' environment encourage the user to move the call to the correct area
• If the issue is caused by a software defect - log the defect with the Development team and provide a complete view of the issue

Technical Competencies:

• Service awareness, preferably IT infrastructure Library (ITIL)
• Support tool knowledge
• In-depth knowledge of hardware and software
• Investigate and diagnostic skills
• Ability to quickly establish good working relationships with clients.
• Technical knowledge 
• Business and Cultural awareness

Personal Attributes:

• Strong customer service ethos
• Strong communication skills and active listening
• Empathy with users
• Patience and understanding 
• Investigation and diagnostic skills
• Ability to work well with people
• Excellent organizational skills
• Willing to sometimes work unsociable hours
• Patience
• A logical mind
• Enthusiasm for continual learning

• This role is critical to the success of the business and it is the primary touch by which point most end users experience the business. 

NB! This job is now closed. You can apply for other jobs by uploading your CV.