Engineer: Technical Support at Cellulant

Core Responsibilities:

• Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.
• Provide 1st and 2nd level technical support to ensure efficient and effective solution operation.
• Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures.
• You will be the primary point of contact for all SLA customers which involves continuously seeking solutions for current issues, proactively improving processes and tools while building people's technical capacity to deliver on the team's goals.
• Responsible for leading and driving activities in the assigned support shift as guided by key processes in order to meet and maintain service levels and improve customer delight.
• System and application maintenance in high-availability production environments.
• Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
• Analyze recurring and intermittent system and application problems.
• Timely escalation and follow through of support issues .
• Solution monitoring to aid in faster issue detection and diagnosis.
• Knowledge management for the support team through the identification of knowledge gaps.
• Contributing towards training and forums for team Knowledge sharing.

Must have experience:

• Proven experience in Technical support function, IT or a similar role
• Proficiency in Linux, MySQL is mandatory.

Experience that will count in your favour:

• Working knowledge of databases, networks and security standards and application development is a clear advantage
• Deep experience of common service desk and monitoring tools such as Nagios, Datadog, Newrelic, Zabbix or equivalent.
• Experience with automated systems, scripting, software development discipline eg Python, PHP, Puppet, Terraform, Ansible
• Ability to win in a highly collaborative environment.
• Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4

Nice to have experience:

• Excellent communication and interpersonal skills.
• Problem solving skills.
• Proficiency in a coding language
• Ability to work under minimal supervision.

Skills & Qualification:

• 2-5 years experience working within a busy IT Service Desk environment.
• Bachelors in Computer Science or a related industry/field or equivalent experience in IT, Electrical/Computer Engineering, Information Systems, Telecommunications.
• Certification: ITIL v3/4 will be an added advantage.
• Strong problem-solving abilities.
• Excellent communication skills.
• Ability to work in a fast paced environment.

Personal attributes:

• Ability to manage multiple tasks.
• Ability to empathise with customers.
• Creativity - Thinking outside the box.