Application Support Engineer
- Somerset West, Cape Town
- Permanent
- Full-time
- Support clients in solving application/software issues.
- Provide server support and troubleshooting to client.
- Update known issues for the Sensor KPI weekly report.
- Monitoring of servers and sensors deployed in the field on an ongoing basis.
- Create Support and Commissioning documentation when needed.
- Create Root Cause Analysis documentation and report to internal stakeholders and clients.
- Respond to client escalations and ensure resolution.
- Ensure clients are satisfied with resolution of the issue.
- Keep the client in the loop when addressing the issue assigned.
- Ensure all servers and applications assigned are running without error.
- Inform relevant S3 team(s) if issues are detected in software that hinders client's operation due to code issues.
- Support clients in identifying, implementing, and testing optimal process solutions.
- Implement infrastructure for the software solutions for Sensor support, Mine from the Sky, and healthcare.
- Installation, testing, and troubleshooting of software solutions.
- Calibration and configuration of software installed on site.
- Assist internal & client IT departments with infrastructure architecture planning and maintenance.
- Ensure that the ticket lifecycle procedure is adhered to.
- Act as single point of contact for technical escalation for the support team.
- National Senior Certificate (Matric).
- Bachelor’s degree or diploma in Information Systems or related qualification would be beneficial.
- At least 2-4 years' experience working in an IT role.
- Experience in either Deskside, Server or Application Support.
- Advanced experience in Windows.
- Working knowledge of SQL Databases and SQL Queries
- Scripting knowledge in Python, Bash, or PowerShell.
- Basic understanding of networking and switching.
- Be comfortable reading/editing XML and Json configuration files.
- Experience working in Linux would be beneficial.
- Understanding OPC communication and setup thereof would also be beneficial.
- Willing to work standby shifts as required.
- Articulate and fluent in English with speaking and understanding of Spanish and South American culture.
- Technical aptitude and ability to learn software programs.
- Applicants must possess a positive attitude and a willingness to collaborate with colleagues to achieve team goals.
- Require strong problem-solving skills and the ability to think analytically to address complex issues.
- Demonstrate a client-centric approach, consistently exceeding client expectations through the delivery of high-quality service.
- Excellent communication skills and a demonstrated ability to effectively manage stakeholders.
- Applicants must demonstrate strong time management skills and the ability to consistently meet deadlines.