Only for registered members
Johannesburg
Remote
ZAR 300000 - 400000
Role Overview: Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. You will maintain great customer service relationships and uphold the SLA between Sybrin and our customers. Additionally, you will conduct proactive, preventative maintenance on critical functions in customer environments using Sybrin's in-house proactive monitoring and automated recovery software. Working in a team is mandatory; strong interpersonal relationships and the ability to work under pressure are crucial.
Apply for this role if you are detail-oriented, customer service-oriented, and enjoy satisfaction from solving complex problems. You will have an opportunity to mentor/coach Junior engineers in this role as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role (we expect competence in remote work technologies for supporting customers). You must be willing to work and support customers on weekends or after normal hours for which there is fair compensation.
Qualifications and Experience: Degree + Professionally Skilled Level. Minimum 4 years' experience at Intermediate level. Key Responsibilities: As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives. The ASE is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience. You will work to prevent recurring incidents and resolve any repeated issues within agreed time frames. You will lead by example in managing the Incident Management System (IMS), ensuring that all tickets are accurately updated and closed according to SLA standards while meeting quality expectations. You will set the standard for technical and professional interactions with customers, aiming to exceed customer expectations and foster strong, trust-based relationships. As an experienced member of the Service Delivery team, you will lead key functions and assume responsibilities typically managed by the Support Tech Lead, providing leadership and guidance to Juniors and actively supporting initiatives set by the Support Tech Leads. You will handle escalations from Juniors, providing guidance on problem-solving, log file analysis, and troubleshooting, while managing customer escalations related to medium to high-impact issues. You are expected to positively influence and uphold the company culture within the teams under the Support Tech Lead and Service Delivery Manager (SDM), reinforcing company values and providing regular recognition. You are responsible for delivering high-quality solutions on time, adhering to Sybrin standards and best practices, and maintaining a strong understanding of the code and backend workings of the solutions you support. You will apply deep knowledge of systems, components, and business processes to guide or create comprehensive test cases, conducting effective testing and maintaining a database of test cases. You are expected to demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices, continuously improving your skills and ensuring high-quality, stable solutions. Critical Technical and Behavioral Skills Required: Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL); OFFICE 365 (MS Teams, Excel, Word, Outlook, PowerPoint); VISIO or DRAW.IO (ability to draw basic system flows and diagrams and understand these and associated symbols); Infra/Networking concepts for physical as well as cloud-hosted solutions; IIS (hosting of web applications, managing certificates, debugging web applications);
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