Location: Cape Town
Description:
Job description:
Application support (1st and 2nd level – thus stops just short of writing code) of the suite of software products which are developed in-house:
- Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
- Revision of technical documentation and specifications as part of troubleshooting process
- T-SQL scripting to query and update database contents
- Reading / interpretation of Java code as part of investigation
- Remote connection to customer systems using WebEx and similar technologies
- Spotting of trends across regions and client base and feeding back observations and assessment into management team
- Working with international customers across time zones
Incident management and tracking using call tracking system:
- Ensure SLA with customers is maintained
- Regularly update call tracking system to give transparency to customers and management
- Participate in focused team meetings to discuss outstanding issues
- Working with international customers across time zones
Basic account management:
- Building and maintaining strong relationships with corporate customers
- Provide support via superior written and spoken skills
- Negotiate patch / solution specifics and release dates with customers
- Negotiate patch / solution specifics and release dates internally with development and project teams
- Write detailed reports for customers and management
- Participation in conference calls with customer’s technical and managerial staff
Basic project management: Involvement in project related activities including:
- Studying customer requirements and business model
- Recommending solution / enhancement / configuration based on customer requirements and business model
- Compiling implementation and test plans for upgrades / go-lives
- Compiling Disaster Recovery and fallback plans for upgrades / go-lives
- Coordinating project action points
Implementation: All implementation phase activities including:
- Installation and configuration of software
- Unit testing and systems integration testing
- On-site and / or remote go-live and upgrade assistance
Opportunities exist for international travel to customer sites and /or on-site time at other branches.
Skills required:
Education and experience
3 years+ relevant university IT Degree or Diploma
2 years+ relevant professional working experience
Operating systems and networking
Microsoft Windows server environments and networking. AIX / Linux knowledge is an advantage.
OS command line utilities and scripting.
TCP/IP. Network tracing / sniffing experience is an advantage.
Knowledge of routers and firewalls.
Using tools like Windows Performance Monitor.
Hardware
Good knowledge of different hardware platforms and server technologies like RAID and SANs.
Exposure to 24/7/365 or “99.999%” uptime environments an advantage.
Databases
Knowledge of SQL Server 2000 and 2005 database administration. DB2 knowledge is an advantage.
T-SQL scripting: querying and updating databases.
Using tools like SQL Profiler.
Development
Any development experience is an advantage (Java knowledge in particular).
Environment and communication
Strong written and spoken skills are essential.
Experience in report writing and other written deliverables.
Experience in application support.
Experience in a strict SLA environment.
Exposure to corporate IT and big business an advantage.
Emails Cvs to [email protected]
Apply to this job
Description:
Job description:
Application support (1st and 2nd level – thus stops just short of writing code) of the suite of software products which are developed in-house:
- Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
- Revision of technical documentation and specifications as part of troubleshooting process
- T-SQL scripting to query and update database contents
- Reading / interpretation of Java code as part of investigation
- Remote connection to customer systems using WebEx and similar technologies
- Spotting of trends across regions and client base and feeding back observations and assessment into management team
- Working with international customers across time zones
Incident management and tracking using call tracking system:
- Ensure SLA with customers is maintained
- Regularly update call tracking system to give transparency to customers and management
- Participate in focused team meetings to discuss outstanding issues
- Working with international customers across time zones
Basic account management:
- Building and maintaining strong relationships with corporate customers
- Provide support via superior written and spoken skills
- Negotiate patch / solution specifics and release dates with customers
- Negotiate patch / solution specifics and release dates internally with development and project teams
- Write detailed reports for customers and management
- Participation in conference calls with customer’s technical and managerial staff
Basic project management: Involvement in project related activities including:
- Studying customer requirements and business model
- Recommending solution / enhancement / configuration based on customer requirements and business model
- Compiling implementation and test plans for upgrades / go-lives
- Compiling Disaster Recovery and fallback plans for upgrades / go-lives
- Coordinating project action points
Implementation: All implementation phase activities including:
- Installation and configuration of software
- Unit testing and systems integration testing
- On-site and / or remote go-live and upgrade assistance
Opportunities exist for international travel to customer sites and /or on-site time at other branches.
Skills required:
Education and experience
3 years+ relevant university IT Degree or Diploma
2 years+ relevant professional working experience
Operating systems and networking
Microsoft Windows server environments and networking. AIX / Linux knowledge is an advantage.
OS command line utilities and scripting.
TCP/IP. Network tracing / sniffing experience is an advantage.
Knowledge of routers and firewalls.
Using tools like Windows Performance Monitor.
Hardware
Good knowledge of different hardware platforms and server technologies like RAID and SANs.
Exposure to 24/7/365 or “99.999%” uptime environments an advantage.
Databases
Knowledge of SQL Server 2000 and 2005 database administration. DB2 knowledge is an advantage.
T-SQL scripting: querying and updating databases.
Using tools like SQL Profiler.
Development
Any development experience is an advantage (Java knowledge in particular).
Environment and communication
Strong written and spoken skills are essential.
Experience in report writing and other written deliverables.
Experience in application support.
Experience in a strict SLA environment.
Exposure to corporate IT and big business an advantage.
Emails Cvs to [email protected]
Apply to this job