Support Engineer

Support Engineers are deployed on various product lines within VAS-X. The position will primarily 

focus on supporting and maintaining custom applications. 

Support engineers are to take ownership of customer issues reported and see them through to 

resolution, including if these are later identified as bugs.

Perform effective Preventative maintenance by systematically inspection, detection, and correction of incident failures either before they occur or before they develop into major defects

Assist with training and mentoring of Junior Support Engineers

The incumbent’s job description is not limited to the following;

ABOUT YOU

• Good SQL knowledge essential. PLSQL will be a definite advantage.
• Good knowledge of Linux is essential.
• Oracle APEX skills would be very beneficial
• Bash Scripting will be an advantage
• Able to use PL/SQL to retrieve data from ORACLE databases.  This includes Procedures / 

packages will be an advantage.

• An understanding of Software Development Life Cycle
• An understanding of System Monitoring and alarming processes
• Strong Problem-solving skills and accurate forecasting of effort required and closing 

timeframe.

• Comfortable working with all levels in customer organization - engineering; middle 

management; executive management.

• Respect and Valuing Diversity
• Multitasker, Self-motivated
• Trusting and honest
• Accountable
• Client/Customer Service Orientation
• Efficiency
• Quality Assurance
• Attention to detail.
• Interpersonal skills
• Solid Team player 
• Commitment to team deliverables
• Cooperative, Harmonious
• Communication skills
• Well-groomed and professional
• Adaptability
• Ability to work under pressure

Responsibilities will include (but not be limited to) the following:

• Maintain inter-departmental relations
• Keep Company info confidential.
• Live by the standards and values of VAS-X. Always behave and look presentable even outside working hours.
• Keeping up to date with all changes in applicable Processes and procedures.
• Adhere to Health and Safety implementation, policies, and procedures.
• Keep to scheduled working hours
• Interact with supervisors /other managers / staff and any clients in a friendly and courteous manner.
• Manage and build corporate image.
• Day to day support of All VAS-X software and systems deployed at international telecommunications network operators. 
• Analysing and debugging of system and postpaid application issues.

• Take ownership of allocated customer issues and see issues through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate 

internal teams

• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues.
• Provide feedback on Critical issues to support the completion of the  Root Cause Analysis documentation. 
• Regular knowledge base updates.
• Perform standby activities (defined as support of Critical and High service impacting incidents) 

as scheduled.

• Actively participate in the deployment of new services and products.
• Prepare accurate and timely defined reports within the defined timeframes. 
• Assist in preparing all required month end reports by the set due date
• Attend meetings as requested
• Execute defined daily / weekly / monthly maintenance activities across all supported systems.
• Actively monitor systems and processes
• Identify gaps in the defined monitoring of the systems and processes.
• Always communicate in a professional and courteous manner – irrespective with whom you are dealing.
• Be solution focused – brand ambassador.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Receive instructions from your superior and act on it diligently and effectively.
• Extended working hours to participate in conference calls across time.
• Extended working hours to perform standby duties as required per roster.
• Extended working hours to perform Production Deployments when required
• Assist with training and mentoring of Junior Support Engineers