Technical Support Engineer (OCC) at Alfred & Victoria Associates

Job Purpose

• The Technical Support Engineer role comprises of providing L2 technical support to all transactional processing incidents, servers, storage, networks and services, in line with OCC objectives.
• The OCC Engineer must have a solid understanding of Interswitch service offerings, products and processes; must be an eager and fast learner and possess the ability to communicate clearly and precisely.

Key Responsibilities
Monitor Systems:

• Monitor the performance, health and capacity of:
  • Servers
  • Databases
  • Services
  • Storage
  • Network Links
• Use a variety of monitoring tools like Nagios, Solarwinds, Kibana, PagerDuty, etc.

Troubleshoot Problems:

• Work and be a first responder to troubleshoot transaction failures
• Closely follow Standard Operating Procedures (SOPs) for known incidents
• Coordinates with 3rd parties, customer contacts and or other technical teams to resolve the incidents.

Track all Issues:

• Track and document all issues and resolutions in details according to the established process
• Follow up on the issues escalated to the 3rd parties until the issue is fixed.

Report Incidents:

• Escalate complex incidents that require longer troubleshooting to defined tertiary level Support Engineers for assistance in reaching a resolution and determining the root cause of the incidents
• Keep all relevant stakeholders aware of relevant, known issues and steps taken to reach a resolution.

Requirements
Educational Qualification:

• Good First Degree in Computer Science / Computer Engineering or other related areas.

Experience:

• Minimum of two (2) years relevant experience
• Service Management Certifications (e.g. ITIL) is an advantage.

Personal Attributes:

• Ability to set and manage priorities judiciously.
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Strong tactical skills.
• Ability to articulate ideas to both technical and non-technical addressees.
• Exceptionally self-motivated and directed.
• Keen attention to detail.
• Analytical, evaluative, and problem-solving abilities.
• Exceptional service orientation.
• Ability to motivate in a team-oriented, collaborative environment.

Remuneration
Very Attractive.