Junior Application Support Engineer at Electrum

ELECTRUM is a high growth FinTech company based in Cape Town. We are South Africa’s leading payments software experts and build cloud-based transaction processing software that is used by major banks and retailers. We hire smart people and offer great opportunities for personal growth and career progression. You will be joining a dynamic, highly skilled and delivery focused team. Our work environment is relaxed yet results-driven. Side benefits include engaging colleagues, a trendy office space, free healthy cooked lunch, regular social events and flexible working hours.

Responsibilities

• Research and identify software bugs
• Ask customers targeted questions to quickly understand the root of the problem
• Escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Refer to internal knowledge base or external resources to provide accurate resolutions
• Track and administer support issues through to resolution, within agreed time limits and communicate expectation with clients
• Prioritise and manage several open issues at one time
• Prepare accurate and timely reports
• Contribute to the internal knowledge base
• Build and maintain strong relationships with our clients

Requirements

• National Diploma in IT or relevant systems engineering certifications
• 1-2 years experience in similar role
• Understanding of networking i.e: TCP/IP, VPNs, Firewalls, Load Balancers
• Exposure to Linux administration
• Experience with Service/Help Desk
• Experience with supporting applications

Advantageous for the role:

• Experience administering service desk

• 1-2 years experience in the Payments industry
• Experience with Postilion
• AWS experience
• Experience working in an ITIL environment
• Worked with APIs previously

Benefits

A good work-life balance is very important at Electrum. You know when your brain has switched off for the day and you need to go for a surf, but you also know when the status report you have written is sloppy. At Electrum you will be expected to know when you deserve a surf and when you need to knuckle down and get the work done.

To make it as easy as possible on those “knuckle down” days we have benefits such as:

• Daily lunches and a stocked kitchen for nibbles
• Onsite gym and shower facilities
• Understanding that if an emergency comes up, family comes first
• A rad coffee station where you can practice your cappuccino foam art
• A recreational area with foosball, table tennis and fatsaks that are perfect for naps

To help recharge after the “knuckle down” days, we have benefits such as:

• A generous leave policy, starting at 20 days per year
• An annual company and family getaway
• Generous budgets for team events

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix mistake
3. Tell everyone about it