Tier 2 Support Engineer (SQL/Oracle)

IT – Support
Stellenbosh – Western Cape

HANDLE & resolve complex technical issues from clients as the next Tier 2 Support Engineer sought by a Software Solutions Specialist in the Telecommunications industry. You will mainly receive escalated issues from Level 1 Engineers and conduce the more advanced investigations, ultimately resolving the matter in the best way possible. The ideal candidate must have Matric/Grade 12, a relevant ICT education (Diploma etc) with a database module in the course, SQL/Oracle database experience as well as Linux (specifically Oracle or RedHat) and above average results. You will also require experience in a 24/7 ICT Helpdesk environment as rotational shift work will be expected included being remote on standby.
  • Learn and know products by heart.
  • Client Support – Use best suited electronic means available (ticketing system, monitoring, remote connection, telephone, mail, Skype).
  • Capture, report and analyse support tickets and problems associated.
  • Analyse symptoms to determine underlying problems.
  • Resolve issues or escalate to Developers but follow up until resolved.
  • Troubleshooting front end and back end (SQL as well as other databases).
  • Report and document queries.
  • Support client database and user information.
  • Know and adhere to support regulations for each client according to SLA.
  • Promote and foster good working relationships with the direct team, other departments and clients.
  • Train Tier 1 employees.
  • Be on duty at all times during your shift as specified. The company offers support 24/7 either in the office or on remote standby. Work shifts are from 7 to 4 or 10 to 7.
  • Be on standby after hours as per roster.
  • Matric / Grade 12.
  • Relevant ICT education (Diploma etc.) with a database module in the course.
  • Experience with SQL/Oracle database a MUST.
  • Experience with Linux (specifically Oracle or RedHat).
  • All of the above with above average results.
  • Experience in a 24/7 ICT Helpdesk environment, with associated applicable SLAs.
  • Experience in the Telecommunication environment, in particular related to mobile network operators.
  • Interest in the ICT industry and in particular mobile network operators.
  • Interest in international affairs.
  • Willingness to travel.
  • Own Transport.
  • Energetic and self-driven.
  • Good communication skills.
  • Strong problem-solving skills.
  • Good reporting skills (written and oral).
  • Attention to detail.
  • Ability to multitask.
  • Able to work under pressure. 
  • Team player.