[Hiring] Intermediate Software Support Engineer @OneNebula

Role Description

The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of the Software Support Technician is to maintain low issue resolution times and high customer service levels.

• Troubleshoot technical issues related to software applications.
• Respond to customer inquiries regarding software applications, providing problem resolution and technical support.
• Collaborate with other software engineers to analyze, identify, and resolve technical issues.
• Monitor and maintain the performance of software applications.
• Test software applications and document results.
• Develop and deliver user training for software applications.
• Analyze and document software requirements.
• Develop technical documentation for software applications.
• Develop and maintain software quality assurance processes.
• Develop and implement software application enhancements.
• Working on a possible Rotational weekly 24-hour shift/Standby roster.
• Answer and manage all incoming Head Office calls in a professional and courteous manner, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.

Qualifications

• You are driven and passionate about excellent client services.
• You have a tertiary qualification in IT.
• You have been exposed to and know service desk tools, i.e. ServiceNow, BMC Remedy, Jira, Marval, etc.
• You possess knowledge of IT service management/service control processes and methodologies.
• You have experience in document writing (Standards, Operating procedures, Work Instructions, etc.).
• You have experience in managing relationships with internal business customers.
• 3+ years’ Service Desk experience or working in a service desk environment within a large global organization.
• Strong interpersonal and communication skills.
• Work well in a team-oriented environment.
• Pro-active with high levels of energy, tenacity, and enthusiasm to deliver results.
• Exceptional focus on quality and strong attention to detail.
• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel.
• Good command of written/verbal business English.

Requirements

• Experience with Azure DevOps.
• Knowledge of Azure SQL and related cloud-based database and storage.
• Familiarity with Azure PaaS Services.
• Proficiency in C#, .NET 8, Angular, SQL, and Snowflake.

Benefits

• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables (4 extra leave days annually).
• High spec laptops and equipment for you to comfortably work remotely.
• Flexible working hours from Monday to Friday.
• Access to our Well-being program and Employee support services.
• Grow your skills and learn something new with paid for Microsoft courses and certifications.
• Participate in our Culture and Social Responsibility initiatives.
• Hackathons (If you find yourself in office, we’ll provide the pizza!).