Job Description - Junior Support Engineer - Midrand
Adapt IT Holdings's job vacancy, Career and Recruitment Job title : Junior Support Engineer - Midrand jobs in Gauteng Job Location : Gauteng, Johannesburg Deadline : July 03, 2024 Quick Recommended Links
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
Minimum requirements
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, 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.
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