Application Support Engineer
Location: Somerset West, Cape Town
Salary: R360k – R480k per annum
About the Role:
Opportunity available for an Application Support Engineer at one of South Africa’s leading industrial IoT firms, to service their LATAM customers. This would require working LATAM hours (13h00 – 22h00 SA Time)
Requirements:
Relevant Tertiary Qualification in Information Systems or similar
3+ years’ experience as a Support Engineer
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 – 1pm – 10pm SA Time, up to 12pm if overtime required
Responsibilities:
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.