Junior Support Engineer Midrand - Midrand
Adapt IT Ltd
The candidate will be responsible for the day-to-day 3rd level support and since this is a 24x7x365 environment, he/she will also be expected to do standby duty. As this is a very busy environment and continuous delivery is expected. The ability to work under pressure is essential. He /she will also be required to assist the developers troubleshooting the system. He/she will also form part of a larger team and must be a good team player. Responsibilities • Providing timely technical support to customers via various channels such as phone, email, Freshdesk support tickets • Ability to provide step-by-step technical help, both written and verbal. • Attend to all logged support incidents and calls. • Communicate timelines with customers while adhering to our service level agreement for issue response/resolution. • Attend to all logged support incidents and calls. • Work closely with team lead and management. • Perform root cause analysis using the RCA template when required. • Quality monitoring • Increase customer happiness and retention by meeting and exceeding customer support service levels. • Maintaining a high level of professionalism and customer service at all times. • 24x7 standby. • Manage and perform code deployments. • Provide technical support & consultation services on the supported systems as required by the customer. • Ensuring all system changes are handed over with the necessary documentation and training. • Preventative maintenance—When corrective maintenance activities are low, work will be conducted to analyse & take steps to prevent problems. • Assist Developers to troubleshoot issues. • Compiling monthly reports. • Attend customer meetings as needed to troubleshoot critical issues. • Embody our core values and uphold our unique company culture. We value diversity and inclusion. Accountability • Ensure his/her support tickets are completed correctly and timeously. • Completion of RCA report when required. • Ensuring all required documentation is completed on time and uploaded to the required directories. • Ensure that no SLA breaches occur. • Maintaining and contributing to system standards. • Ensuring Timesheet are completed via the Freshdesk tool. • Acceptable Time management and meeting of deadlines • Acceptable Email etiquette • Acceptable Communication skills Experience and certification: • A high degree of interest, experience, and certification in Linux • 1 - 2 years' experience in supporting medium to large scale production systems (mission critical) • 1 – 2 years prior experience providing L1/L2 technical support • Strong troubleshooting and critical thinking skills • Excellent communication and client-facing skills • Ability to learn quickly and work with minimum support. • Ability to do research and find answers to questions/problems. • Strong troubleshooting skills • Ability to work on his/her own and within a team. • Self-starter • Shell scripting ability for system administration. • Novice in Linux command line tools. • Novice in Groovy • Linux system administration (RedHat/Centos, Apache/NGINX, MySQL/MariaDB/MongoDB, Bash). • Knowledge of networking protocols, technologies, and APIs (TCP/IP, HTTP, XML, JSON). • Experience in reporting and monitoring tools such as Grafana, Prometheus Python etc. Nice to have Experience: • A tertiary Engineering or Computer Science degree. • Telecommunications technologies (SS7, SIGTRAN, MTP, SCCP, TCAP, MAP, CAP, etc.). • Load Balancers, Routers, Firewalls. • OpenStack, KVM, Xen, VMware, Docker, Kubernetes, Redis.
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