Overview
Support Engineer Jobs in Cape Town, South Africa at MBR Partners
Support Engineers are deployed on various product lines. The position will primarily focus on supporting and maintaining custom applications.
Responsibilities
Take ownership of customer issues reported and see them through to resolution, including if these are later identified as bugs.
Perform effective preventative maintenance by systematically inspecting, detecting, and correcting incident failures either before they occur or before they develop into major defects.
Assist with training and mentoring junior support engineers.
Maintain inter-departmental relations.
Keep Company info confidential.
Live by the standards and values of the company. Always behave and look presentable even outside working hours.
Keep up to date with all changes in applicable processes and procedures.
Adhere to Health and Safety implementation, policies, and procedures.
Keep to scheduled working hours.
Interact with supervisors, other managers, staff, and any clients in a friendly and courteous manner.
Manage and build corporate image.
Provide day-to-day support for all company’s software and systems deployed at international telecommunications network operators.
Analyze and debug the system and postpaid application issues.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Provide feedback on critical issues to support the completion of the Root Cause Analysis documentation.
Regular knowledge base updates.
Perform standby activities (defined as support of Critical and High service impacting incidents) as scheduled.
Actively participate in the deployment of new services and products.
Prepare accurate and timely defined reports within the defined time frames.
Assist in preparing all required month-end reports by the set due date.
Attend meetings as requested.
Execute defined daily/weekly/monthly maintenance activities across all supported systems.
Actively monitor systems and processes.
Identify gaps in the defined monitoring of the systems and processes.
Always communicate in a professional and courteous manner.
Be solution-focused –brand ambassador.
Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality seamless customer service.
Receive instructions from your superior and act on it diligently and effectively.
Extended working hours to participate in conference calls across time zones, perform standby duties as required per roster, and perform Production Deployments when required.
Assist with training and mentoring of Junior Support Engineers.
ABOUT YOU
Good SQL knowledge is essential. PLSQL will be a definite advantage.
Good knowledge of Linux is essential.
Oracle APEX skills would be very beneficial.
Bash Scripting will be an advantage.
Able to use PL/SQL to retrieve data from ORACLE databases, including Procedures/packages.
An understanding of the Software Development Life Cycle.
An understanding of System Monitoring and alarming processes.
Strongproblem-solving skillsand accurate forecasting of effort required.
Comfortable working with all levels in customer organization – engineering, middle management, executive management.
Respectand valuingdiversity.
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Title: Support Engineer
Company: MBR Partners
Location: Cape Town, South Africa
Category: IT/Tech
