QUALIFICATIONS AND EXPERIENCE

Bachelor’s degree in:

• Computer Science
• Information Technology
• Software Engineering
• Or a related field

At least 2 years of work experience in an IT Service Desk Support Engineer role will be an added advantage.

Excellent working knowledge of relational databases, including:

• MySQL
• MS SQL Server
• Oracle

Knowledge of:

• SQL
• ORM

CORE RESPONSIBILITIES

• 24/7 monitoring of all YAS critical applications.
• Deal with incoming faults in a professional and courteous manner over the phone and via the ticketing tool.
• Take ownership of faults and manage them in a logical and methodical manner.
• Correctly log incidents and faults, categorising and prioritising them in line with team procedures.
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Manage faults through their entire lifecycle, from the first point of contact through to resolution, proactively.
• Diagnose and resolve problems to the customers' satisfaction.
• Maintain and develop own knowledge and skills to assist with first-time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.

COMPETENCIES

• Experience in system testing and monitoring.
• Good knowledge of system integration and its standards.
• Basic knowledge of networking, including:
  • OSI network layers
  • TCP/IP
• Team player with a high level of integrity.

• 24/7 monitoring of all YAS critical applications.
• Deal with incoming faults in a professional and courteous manner over the phone and via the ticketing tool.
• Take ownership of faults and manage them in a logical and methodical manner.
• Correctly log incidents and faults, categorising and prioritising them in line with team procedures.
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Manage faults through their entire lifecycle, from the first point of contact through to resolution, proactively.
• Diagnose and resolve problems to the customers' satisfaction.
• Maintain and develop own knowledge and skills to assist with first-time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.

• MySQL
• MS SQL Server
• Oracle
• SQL
• ORM
• System testing
• System monitoring
• System integration
• OSI network layers
• TCP/IP

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering or a related field
• Excellent working knowledge of relational databases
• Knowledge of SQL and ORM
• Experience in system testing and monitoring
• Good knowledge of system integration and its standards
• Basic knowledge of networking