AddressDesktop Support Engineer - Level 2 Support Engineer - is the second level resolutions point of contact for software technical issues related to the client's server.
The role is to provide support to the customer and the internal support team.
The T2SES’s responsibilities would cover TIER 2 and TIER 3 support, with primary involvement in software diagnoses and rectification for the core software server products.
Key Challenges:
• Resolution of software faults to meet Customer expectations.
• Remote problem solving and software fault diagnostics.
• Ensuring quality and definitive fault resolution.
• Working with internal and external departments for escalation of software faults.
• Clear and complete documentation for issues requiring escalation to R&D for
resolution.
• Time and Priority Management.
Primary Accountabilities:
• Carry out and execute TIER 2 support to all customers.
• Carry out TIER 3 support where technical capable.
• Accurate and detailed updating and recording of all support cases(SalesForce)
• Escalation of support requests to the Support Team Leader in a timely manner
• Notification to Support Team Leader of any unattended high priority tickets
• Provides visibility of logged support issues
Shared Accountability:
• Case close out
• Customer satisfaction
• Support reporting requirements
• Contributes to support improvement initiatives
• Create and maintain technical knowledge base articles and document internal
technical processes.
• Participate in the weekday and weekend afterhours support roster
• Other supporting activities as required
Technical Management:
• Display strong technical knowledge and excellent problem-solving skills within
the Linux Server environment.
• Display a strong ability to diagnose Java fault logs and utilise relational
database scripts (Postgres) to assist in resolving software faults.
KNOWLEDGE AND EXPERIENCE REQUIRED
Essential:
• Tertiary qualification in software programming and development.
• 3 + years extensive experience in software and application development with a focus on software fault diagnoses and software support.
• Knowledge working within the Linux environment specifically server
environment.
• Highly experienced in relational databases (such as PostgreSQL / couchbase)
and reporting environments.
• Understanding and programming skills in Java, and C, C++ or C#
• Experience analysing Java error logs and Linux logging files.
• Experienced in enterprise software application development and diagnoses in a commercial environment
• Experience working with Linux open source packages
• Logical approach to problem solving so as to resolve software issues.
Desirable Experience:
o Kubernetes, Azure, Cloud Based deployments.
o Linux SIP Servers, VOIP and SIP telephones.
o FMS systems at a server / software level highly regarded.
o software products that delivery Business Intelligence (BI) within the
mining and Heavy Industries.
o development / support of Cloud based applications.
o development / support of IOT applications.
• Practical knowledge of the mining industry including process and applications,
industrial process control, etc.
• Web Servers – Apache Tomcat
• Working within a CRM ticketing software.
• Remote VPN access software experience – SSH, Teamviewer, VNC, RDP
• Network Monitoring tools - NMS Servers
