SQL Tier 1 Support Engineer, Stellenbosch, Cape Winelands, IT Company, specializing in software solutions to the telecommunications industry, seeks a SQL Tier 1 Support Engineer, situated in Stellenbosch.
Overview: The employee will mainly be responsible for the investigation and handling of basic support tickets (problems/issues) from clients and escalate to Level 2 Support Engineer if necessary.
Main duties responsibilities: To learn and know our products by heart. Client support using best suited electronic means available (ticketing system, monitoring, remote connection, mail, telephone, Skype). Capturing, reporting, and analyzing support tickets and problems associated. Prioritizing tickets and insure frequent updates for/from the client and internal team. Analyzing symptoms to determine underlying problems. Resolving issues or escalate to Level 2 Support Engineer, but follow up until resolved. Troubleshooting front end and back end (SQL as well as other databases).
Application testing. Know and adhere to support regulations for each client according to SLA. Promote and foster good working relationships with the direct team, other departments' clients. Be on duty at all times during your shift as specified. We offer support 24/7 either in the office or on remote standby. Working shifts from 7 to 4 or 10 to 7. Be on standby after hours as per roster.
Candidates must have Matric, Relevant ICT education (diploma, etc) with a database module in the course. Experience with SQL/Oracle database. Experience with Linux (specifically Oracle or RedHat). All of the above with above-average results. Energetic and self-driven. Good communication skills. Good problem-solving skills. Good reporting skills (written and oral). Attention to detail. Ability to multitask. Ability to work under pressure. Team player. Own Transport.
Good to have Experience in a 24/7 ICT helpdesk environment, with associated applicable SLAs. Experience in the telecommunication environment, in particular related to mobile network operators. Interest in the ICT industry and particular mobile network operators. Interest in international affairs. Willingness to travel.
Extras about the position: This position is a support position, therefore: shifts will be rotated between being on support office-bound or being on remote standby. Must be willing to work from 07:00-16:00 or 10:00-19:00 varying weekly. Must be willing to work 1 evening support week per month Salary: R10 000 per month CTC. Medical Aid (Discovery Coastal Core) after a 3-month probation period.
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