SUMMARY:
IT Company, specialising in software solutions to the telecommunications industry, seeks a Tier 2 Support Engineer, situated in Stellenbosch.
POSITION INFO:
OVERVIEW
The employee will mainly be responsible for handling advanced support tickets (problems / issues) from clients. Understanding the requirements and needs from clients. The employee will mainly be receiving escalated issues from Level 1 Engineers and doing the more advanced investigation and resolving the matter in the best way possible.
MAIN DUTIES & RESPONSIBILITIES
• To learn and know products by heart
• Client support – using best suited electronic means available (ticketing system, monitoring, remote connection, telephone, mail, Skype)
• Capturing, reporting and analyzing of support tickets and problems associated
• Analyzing symptoms to determine underlying problems
• Resolving issues or escalate to Developers, but follow up until resolved
• Troubleshooting front end and back end (SQL as well as other databases)
• Reporting and documenting queries
• Supporting client database and user information
• Know and adhere to support regulations for each client according to SLA
• Promote and foster good working relationship with direct team, other departments & clients
• Training of Tier 1 employees
• Be on duty at all time during your shift as specified. Company offers support 24/7 either in the office or on remote standby
• Working shifts from 7 to 4 or 10 to 7
• Be on standby after hours as per roster
ESSENTIAL REQUIREMENTS
• Matric
• Relevant ICT education (diploma etc.) with a database module in the course.
• Experience with SQL/Oracle database a must
• Experience with Linux (specifically Oracle or RedHat)
• All of the above with above average results
• Energetic and self-driven
• Good communication skills
• Good problem solving skills
• Good reporting skills (written and oral)
• Attention to detail
• Ability to multitask
• Ability to work under pressure
• Team player
• Own Transport
ADVANTAGEOUS
• Experience in a 24/7 ICT helpdesk environment, with associated applicable SLAs.
• Experience in the telecommunication environment, in particular related to mobile network operators.
• Interest in the ICT industry and in particular mobile network operators.
• Interest in international affairs
• Willingness to travel
EXTRAS PERTAINING TO THE POSITION
• This position is a support position, therefore: shifts will be rotated between being on support office bound or being on remote standby.
NB! This job is now closed. You can apply for other jobs by uploading your CV.
