Support Engineer (Development)

Recruiter:

IOCO

Job Ref:

iOCO00657

Date posted:

Tuesday, February 23, 2021

Location:

Midrand, South Africa

Salary:

Negotiable

SUMMARY:
The Role:

A Software company requires talent, a Support EngineerÂ 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

Skills and Experience:

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)

Â

Key Accountabilities:

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 categorizeÂ 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 knowledgeÂ
Business and Cultural awareness

Personality and Attributes:

Personal Attributes:

Strong customer service ethos
Strong communication skills and active listening
Empathy with users
Patience and understandingÂ
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

Other:

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.Â

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

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