Application Support Engineer

• Support clients in solving application/software issues.
• Provide server support and troubleshooting to client.
• Update known issues for the Sensor KPI weekly report.
• Monitoring of servers and sensors deployed in the field on an ongoing basis.
• Create Support and Commissioning documentation when needed.
• Create Root Cause Analysis documentation and report to internal stakeholders and clients.
• Respond to client escalations and ensure resolution.
• Ensure clients are satisfied with resolution of the issue.
• Keep the client in the loop when addressing the issue assigned.
• Ensure all servers and applications assigned are running without error.
• Inform relevant S3 team(s) if issues are detected in software that hinders clients operation due to code issues.
• Support clients in identifying, implementing, and testing optimal process solutions.
• Implement infrastructure for the software solutions for Sensor support, Mine from the Sky, and healthcare.
• Installation, testing, and troubleshooting of software solutions.
• Calibration and configuration of software installed on site.
• Assist internal & client IT departments with infrastructure architecture planning and maintenance.
• Ensure that the ticket lifecycle procedure is adhered to.
• Act as single point of contact for technical escalation for the support team.

• National Senior Certificate (Matric).
• Bachelor's degree or diploma in Information Systems or related qualification would be beneficial.
• At least 2-4 years experience working in an IT role.
• Experience in either Deskside, Server or Application Support.
• Advanced experience in Windows.
• Working knowledge of SQL Databases and SQL Queries
• Scripting knowledge in Python, Bash, or PowerShell.
• Basic understanding of networking and switching.
• Be comfortable reading/editing XML and Json configuration files.
• Experience working in Linux would be beneficial.
• Understanding OPC communication and setup thereof would also be beneficial.
• Willing to work standby shifts as required.

• Articulate and fluent in English with speaking and understanding of Spanish and South American culture.
• Technical aptitude and ability to learn software programs.
• Applicants must possess a positive attitude and a willingness to collaborate with colleagues to achieve team goals.
• Require strong problem-solving skills and the ability to think analytically to address complex issues.
• Demonstrate a client-centric approach, consistently exceeding client expectations through the delivery of high-quality service.
• Excellent communication skills and a demonstrated ability to effectively manage stakeholders.
• Applicants must demonstrate strong time management skills and the ability to consistently meet deadlines.

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