This is permanent skilled level position in Century City, Cape Town.

Duties:

Application support (1st and 2nd level – thus stops just short of writing code) of the company’s suite of software products which are developed in-house:

• Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
• Revision of technical documentation and specifications as part of troubleshooting process
• T-SQL scripting to query and update database contents
• Reading / interpretation of Java code as part of investigation
• Remote connection to customer systems using WebEx and similar technologies
• Spotting of trends across regions and client base and feeding back observations and assessment into company’s management team
• Working with international customers across time zones

Incident management and tracking using call tracking system:

• Ensure SLA with customers is maintained
• Regularly update call tracking system to give transparency to customers and company management
• Participate in focused team meetings to discuss outstanding issues
• Working with international customers across time zones

Basic account management:

• Building and maintaining strong relationships with company’s corporate customers
• Provide support via superior written and spoken skills
• Negotiate patch / solution specifics and release dates with customers
• Negotiate patch / solution specifics and release dates internally with development and project teams
• Write detailed reports for customers and company management
• Participation in conference calls with customer’s technical and managerial staff

Basic project management: Involvement in project related activities including

• Studying customer requirements and business model
• Recommending company solution / enhancement / configuration based on customer requirements and business model
• Compiling implementation and test plans for upgrades / go-lives
• Compiling Disaster Recovery and fallback plans for upgrades / go-lives
• Coordinating company’s project action points

Implementation: All implementation phase activities including

• Installation and configuration of software
• Unit testing and systems integration testing
• On-site and / or remote go-live and upgrade assistance

Opportunities exist for international travel to customer sites and /or on-site time at other branches.

Requirements:

Education and experience

• 2 years+ relevant experience
• 3 years+ relevant university or technikon qualification

Operating systems and networking

• Microsoft Windows server environments and networking. AIX / Linux knowledge is an advantage.
• OS command line utilities and scripting.
• TCP/IP. Network tracing / sniffing experience is an advantage.
• Knowledge of routers and firewalls.
• Using tools like Windows Performance Monitor.

Hardware

• Good knowledge of different hardware platforms and server technologies like RAID and SANs.
• Exposure to 24/7/365 or “99.999%” uptime environments an advantage.

Databases

• Knowledge of SQL Server 2000 and 2005 database administration. DB2 knowledge is an advantage.
• T-SQL scripting: querying and updating databases.
• Using tools like SQL Profiler.

Development

• Any development experience is an advantage (Java knowledge in particular).

Environment and communication

• Strong written and spoken skills are essential.
• Experience in report writing and other written deliverables.
• Experience in application support.
• Experience in a strict SLA environment.
• Exposure to corporate IT and big business an advantage.