Support - Level 2 (JHB) (1000894)

[ParvanaJobs]

Job Title: Support - Level 2 (JHB)
Job Type: Contract
Job ID: 1000894
City: Johannesburg - Bryanston
Country: South Africa
Availability:Now Recruiting
Salary: Competitive Salary
Education: Min qualification - 3 year Diploma or Degree with Computer Science as a Major
Synopsis: Will Support the Account Manager

Purpose of Position:

• The Support Team is responsible for providing efficient customer support, on a 24/7 basis.
• The customer base consists of large international telco’s and other service providers within the telco industry.
• The Engineers work closely with customers and the Engineering team, resolving issues during and post implementation.

Duties & Responsibilities:

• Analyze and resolve environmental, configuration and application level problems that do not require a code fix.
• Provide response and resolution to problems within agreed SLA targets.
• Perform health checks on customer platforms and take appropriate steps to resolve any problems that are observed.
• Provide regular updates to customers to keep them informed on the status of issues under investigation.
• Perform software upgrades for internal and external customers and ensure that the platform is stable following such maintenance work.
• Install platform and application software to specified software levels.
• Update support documentation regularly with improvements to processes and issue resolutions.
• Collaborate with team members where assistance is required.
• Support team members with training and understanding of product related queries.
• Develop a good working relationship with the customers.
• Provide after-hours (standby) support for customers that have extended (24x7) maintenance and support contracts.
• Work non-standard hours in order to accommodate customer support in different time zones.

Requirements: Technical Skills & Experience:

• The preferred candidate must have at least 5 years’ experience working in a software development environment, as a Support Engineer similar type role.
• Must have solid experience and a proper grasp of Linux /UNIX platforms, as well as SQL (at least 3 years prior experience required).
• Apache and Perl scripting experience will be advantageous.
• The ideal candidate will be self-motivated, able to deliver under pressure and willing to take ownership of tasks.
• Excellent communication, coordination, problem-solving and decision making ability, all of which are required for excellent customer service.
• Must have an affinity for analysis and problem-solving, with the ability to identify the root cause of an issue.
• The role requires the incumbent to work on standby, as well as non-standard hours due to the 24-hour availability SLA’s.

Minimum qualifications:

• BSc in Engineering, Computer Science or related fields required: applicable experience may substitute for educational requirements.

Driving/Travel Requirements:

• Must hold current valid driver’s license and passport.

To apply for this job, and others, please send an updated CV to: [email protected]
Alternatively, visit www.parvana.co.uk/jobs for a list of our most current jobs and opportunities (one can apply directly from our website)