Support Engineer - Cape Town / JohannesburgLocation: JHB - Northern SuburbsType: PermanentSchedule: Full TimePublished: 6 days agoNon EE/AAReference: JHB000320-JG-2A 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 & ResponsibilitiesThe 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 productsCreate meaningful knowledge base articles on ticket resolution to enable helpdesk and others to quickly resolve repeat topicsAdministration of support desk and collaboration with other support staffAdministration of CRM and other internal systemsParticipate in the design of information and operational support systems and processesDirectly participate in the support queue for tickets and/or be an escalation point for peers working at the support deskMaintain all contractual SLAsEnsure resolution and RCA's of all assigned support tickets in accordance with customer SLAsAdminister and assist with all general internal IT user support and administrationMonitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixesLiaise with vendors and other IT personnel for problem resolutionCollaborate with client/partner/vendor development teams for the maintenance of custom-built or client-specific applicationsAssist where needed in the product development life cycleRequirementsTertiary 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 environmentsMinimum of 5 years' related experienceKnowledge of cloud technologies, operating systems, databases, and integration methodologiesExperience working with Azure specifically for general IT support, user account management, role and rights management, and ability to troubleshoot internal IT ticketsDemonstrate general IT experience from networking, desktop support, environment maintenance, policy, and ISO compliance as well as databasesSome development experience or ability to read/interpret code would be an added advantageStrong aptitude for log reading, Azure reporting and logging management, and trend analysisProven history with pro-active support and triage. Ability to take a problem ticket, investigate, replicate, resolve, or define well enough to assist developers to resolveEagerness to constantly learn or become competent on new technology platforms, internal systems, and collaborate on ways to better support the ever-evolving businessUnderstand that the role requires ownership from logging to resolution of problems and engagement with other team members for software bugs or escalationsPackage & RemunerationMarket related
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