Support Engineer

Overview

Support Engineer - Cape Town / Johannesburg
Location : JHB - Northern Suburbs
Type :
Permanent
Schedule :
Full Time
Published : 6 days ago
Non EE / AA
Reference : JHB JG-2A

The role involves building, maintaining, and troubleshooting our rapidly expanding core and client infrastructure, operating as part of a talented team that delivers mission‑critical infrastructure and maintains the highest levels of availability, performance, and security.

• Pro‑active monitoring of all internal systems and products.
• Create meaningful knowledge base articles on ticket resolution to enable helpdesk and other staff to resolve repeat topics quickly.
• Administration of support desk and collaboration with other support staff.
• Administration of CRM and other internal systems.
• Participate in the design of information and operational support systems and processes.
• Directly participate in the support queue for tickets and/or be an escalation point for peers working at the support desk.
• Maintain all contractual SLAs.
• Ensure resolution and RCAs of all assigned support tickets in accordance with customer SLAs.
• Administer and assist with all general internal IT user support and administration.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes.
• Liaise with vendors and other IT personnel for problem resolution.
• Collaborate with client/partner/vendor development teams for the maintenance of custom‑built or client‑specific applications.
• Assist where needed in the product development life‑cycle.
• Take a problem ticket, investigate, replicate, resolve, or define well enough to assist developers to resolve.
• Show eagerness to constantly learn or become competent on new technology platforms, internal systems, and collaborate on ways to better support the ever‑evolving business.
• Understand that the role requires ownership from logging to resolution of problems and engagement with other team members for software bugs or escalations.

• Tertiary qualification in Information Technology (e.g., BS/MS degree in Computer Science, Engineering, or a related subject).
• Working history with Azure‑based environments.
• Minimum of 5 years' related experience.
• Knowledge of cloud technologies, operating systems, databases, and integration methodologies.
• Experience working with Azure specifically for general IT support, user account management, role and rights management, and ability to troubleshoot internal IT tickets.
• Demonstrate general IT experience from networking, desktop support, environment maintenance, policy, and ISO compliance as well as databases.
• Some development experience or ability to read/interpret code would be an added advantage.
• Strong aptitude for log reading, Azure reporting and logging management, and trend analysis.
• Proven history with pro‑active support and triage.

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