Application Support Engineer

Cape Town

Title

Application Support Engineer

Job Profile Summary

Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation. Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.

Job Description

Job Function:

Provide monitoring/support/investigation/fault administration on BSI applications
Analysis of failures and trends on BSI applications
Responsibilities:

On line monitoring, administration and support of BSI applications running on Windows, UNIX and Oracle based platforms
Provide operational & business support for various BSI applications to ensure service is provided within customer Service Level Agreements
Monitor, log, investigate and resolve failures on transaction processing applications
Liaise with and provide assistance to customer representatives during problem resolution
Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
Perform scheduled daily, weekly monthly support tasks
Perform investigations on application support techniques to continually improve operational support and simplify achievement of customer SLAs
Perform proactive analysis of failures and trends on BSI applications and data to improve service levels
Conduct routine maintenance, upgrades and deployment of BSI applications
Provide assistance and training to BSI support team members
Provide application performance information and participate in periodic support compliance audits
Perform after hours standby support on BSI applications running in a production environment
Comply with the business footprint shift requirements of the BSI support team
Education Required:

3 Year tertiary qualification or a relevant IT qualification
Experience Required:

Minimum 2 years application support engineer experience
Essential Competencies:

Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
Problem solving exposure at application and business transaction level using application log files and SQL database queries
Commitment to performing routine as well as investigation/analysis work tasks
Ability to solve medium complexity problems
Understand and develop the support team technical competency
Self-motivated, proactive, taking ownership of problems until they are resolved
Mature person with the sense of responsibility to do after hours standby
Advantageous Competencies:

Good oral and written communication skills
Good customer relationship skills
Problem solving skills
Quick learner (short initial ramp up period)
Additional Requirements:

Comfortable with working in the customer domain
Adjust to the needs of a flexible working environment
Additional Comments:

Looking for an above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
Looking for capability to understand, assist with Incident reports