Onsite Application Support Engineer (South Africa) - Midrand at Optasia

• We are looking for enthusiastic professionals, with energy, who are results driven and have can-do attitude, who want to be part of a team of likeminded individuals who are delivering solutions in an innovative and exciting environment. As a Service Operations Engineer, you will be responsible for the monitoring and restoration of the service related to the project that you will be assigned to work on. This is a technical position that requires a self-motivated technical engineer that has a wide range of technical experience, ability to communicate effectively and comprehend business operations, and expertise at resolving and addressing complex issues. The role requires flexibility to work independently and be an integral part of a team.

What you will do

• Serve as technical L1 & L2 escalation point for troubleshooting application, system and network issues related to the Services provided by Optasia to the customer projects that you will be assigned to work on.
• Take ownership of customer issues reported and seeing problems through to resolution within SLA target times.
• Work on a stand-by basis outside of standard working hours to cooperate with his/her counterparts when there is a need to deal with a system outage or system degradation.
• Work with customer’s and/or Optasia’s internal technical teams to evaluate and solve technical problems and reduce duration of customer impact and/or loss of services during major incidents and outages.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate MNO and/or Optasia’s teams.
• Act as a Optasia local Single-Point-of-Contact for Service Operations-related matters and seek to accelerate progress of such matters.
• Participate in the technical meetings where Optasia’s presence is required by MNO.
• Log and update the technical tickets properly to MNO’s and/or Optasia’s ticket logging system.
• Proactively work to identify ways to improve and streamline processes.

What you will bring

• Bachelor’s Degree in computer science or similar
• 5+ years of working experience in a similar role.
• Hands-on experience with SQL and/or Postgres databases.
• Hands-on Linux & Networking experience is required.
• Good written and verbal communication skills
• Diligence and attention to detail are also key skills along with ability to multi- task and prioritize work appropriately
• Strong technical troubleshooting skills and problem solving. Demonstrated ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
• Capable of understanding the technical aspects of complex systems.
• Fluent in English

Additional skills (will be considered a plus):

• Experience in monitoring, alerting, metrics systems (Nagios, Grafana, Kibana)
• Familiarity with containerization methodologies i.e. Docker
• Familiarity with Atlassian Jira and Confluence