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  • Posted: Oct 28, 2020
    Deadline: Not specified
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    Mukuru helps you move money around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet it has never been easier. We use the latest mobile and web-based technologies to give you the best experience possible. But that’s just half the story. To really understand us, you need to know the "why” beh...
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    2nd Line Application Support Engineer

    2nd Line Application Support Engineer

    • An opportunity has become available for a 2nd Line Application Support Engineer. This candidate will report directly to the Application Support Team Lead and will be responsible for resolving all 2nd line Application support requests. This is a role that comes with a lot of responsibility and calls for innovative out of the box thinking, working with team members across various departments to not only resolve application support queries, but to actively find opportunities to improve our systems and ensuring optimisation in areas where improvement is needed. The ideal candidate for this role is someone who enjoys problem solving, has good people skills, a solid work ethic and is strong technically, with the drive to see tasks and projects through to completion.

    Duties and Responsibilities include, but is not limited to:

    • Investigate and resolve all support requests received from the 1st line support team
    • Escalate and own support requests which cannot be resolved at 2nd line to the 3rd line support team
    • Effectively collaborate with Software Developers, DevOps and Product Owners on the resolution of all 3rd line support requests
    • Pro-actively highlight repeat system issues and effectively collaborate with Software Developers, DevOps and Product Owners to implement sound solutions
    • Assist with planned maintenance tasks – Change Management
    • Effectively collaborate with 3rd party service providers and partners
    • Documentation – Create accurate documentation of technical solutions implemented
    • Knowledge gathering & sharing – Proactively collaborate with 3rd Line support team and ensure that technical solutions are documented and steps to resolution are shared with, and understood by all other members of the Application Support team
    • Pro-active systems health monitoring i.e. Actively watching all systems monitoring dashboards and periodically conducting manual system health checks of key features across the Mukuru application landscape
    • Communication – Proactively and accurately inform all relevant parties of important system issues/changes/outages/updates etc.
    • Consciously watch the game, and over time, provide insights and recommendations for improvement on processes, systems, and support methods etc.
    • Provide support on Ad Hoc Infotech projects as needed
    • Adhere to standard operating procedures, quality control and security protocols and processes
    • Maintain up-to-date knowledge of company products and services
    • Stay updated with latest industry developments and trends
    • Assist with 1st line support tasks as needed
    • Mentor peers as needed

    Qualifications and Experience:

    • Minimum of 4-6 years’ experience as an Application/Software Support Engineer (Essential)
    • BSc Computer Science Degree, IT Diploma, MCSE, Comptia Certification or similar (Essential)
    • Experience in Systems Health Monitoring with tools similar but not limited to: Grafana, Sysaid, Nagios, SolarWinds et al. (Essential)
    • Knowledge of IT service management (ITSM) tools and processes (Essential)
    • Knowledge of IT service management SLAs (Essential)
    • Knowledge of ITIL or similar frameworks (Essential)
    • Experience in Web Application technical support (Essential)
    • Experience in collaborating with Software Developers, DevOps Engineers, Product Owners and Business (Essential)
    • Understanding of SQL Databases and the ability to write basic to advanced SQL queries (Essential)
    • Understanding of Unix\Linux and ability to navigate systems and execute basic commands (Essential)
    • Scripting skills in any language (Advantageous)
    • Knowledge of and\or experience in HTML \ CSS \ Javascript & PHP coding (Advantageous)
    • Knowledge of and\or experience in Git (Advantageous)
    • Knowledge of and\or experience in application testing (Advantageous)

    Attributes and Skills:

    • Excellent team player
    • Can do attitude
    • Attention to detail
    • Ability to effectively multi-task
    • Excellent verbal and written communication skills
    • Ability to rapidly learn new systems and processes while working under pressure
    • Accountability and ownership
    • Passionate about company and personal growth, desire to go the extra mile
    • Self-motivated with excellent time management skills
    • Ability to prioritise between important and urgent matters and take decisive action
    • A never-ending desire to learn and to share knowledge & skills

    Method of Application

    Interested and qualified? Go to Mukuru on www.linkedin.com to apply

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