Support Engineer (Shift Work - Somerset West)

ENVIRONMENT:

Our client is a leading industrial IoT company in South Africa, specializing in AI-enhanced solutions for digital productivity, workplace safety, and employee healthcare. They are seeking a Support Engineer who will be responsible to facilitate successful solution delivery & maintenance on the instrumentation hardware, field services, IT (Software) and provide remote support in Latin America. As well as to provide continuous support to clients. This position is based at Somerset West, reporting to the Support Technical Lead.

DUTIES:

• Responsible for installation and commissioning of their machine vision systems (incl. IP camera, IP laser, network switches, LED lights, etc.) on site, on the client equipment such as conveyor belts and flotation cells, with a focus on:
  
  • Sensor mounting and configuration.
  • Network connectivity and configuration.
  • Low voltage power supply.
  • Assist with software installation and XML configuration.
  • Assist with ongoing maintenance of equipment under the company’s support (including software).
  
  
• Provide a handover and training to clients re first-line support.
• On-going remote sensor health monitoring and diagnostics:
  
  • Remote monitoring and maintenance of all their sensors in the field.
  • Regularly liaising with clients remotely to troubleshoot technical issues and to advise the client.
  • Debug sensor, OPC and data integrity problems.
  • Develop automated troubleshooting toolbox and standard operating procedure (SOP) to solve recurring problems more efficiently.
  • Liaising with internal and client IT department/client onsite contact regarding infrastructure architecture planning and maintenance, prior to site installation.
  • Provide remote technical support and troubleshooting across their software and infrastructure environments, including:
  • Diagnosing and resolving Azure infrastructure, Azure IoT Hub, Azure IoT Edge and Azure Arc-related issues.
  • Managing and troubleshooting containerised applications and services, including Docker, container deployments, image management, logs and service availability.
  • Troubleshooting Linux-based systems, services, configurations and remote access.
  • Debugging OPC UA/DA connectivity, PLC integration and industrial data communication issues.
  • Investigating database, data collection, data integrity and synchronisation issues.
  • Troubleshooting network connectivity, infrastructure and communication issues affecting deployed systems.
  
  
• Assist with software installation, configuration, deployment, upgrades and ongoing maintenance of  their applications and services.
• Liaise with internal and client IT departments and client site contacts regarding infrastructure architecture planning, network connectivity, configuration and maintenance requirements prior to site installation and commissioning.
• Provide continuous remote technical support to clients through a structured shift-based support arrangement, ensuring adequate support coverage, timely response to technical issues, troubleshooting and resolution across different shifts.
• When support demand allows (e.g. during evening shifts), assist with commissioning work, such as remote software installation, and sensor configuration for new installations.

• Bachelor's degree or diploma in Electrical or Electronic Engineering or related qualification.
• At least 2-4 years’ hands-on mining or electronic work experience.
• Field support services experience in the mining industry would be beneficial.
• Selection / troubleshooting and configurations experience in Electronics (Power supplies, PLC’s, Wi-Fi, Flood Lights, IP Cameras and more) and in hardware (Servers, network devices, Wi-Fi, and other IT equipment) would be beneficial.
• Experience in electronic fault finding and replacements.
• Networking infrastructure experience.
• Exposure to server and database hosting, as well as firewalling, etc.
• Minerals processing experience would be beneficial.
• Knowledge in OPC Communication and Setup would be beneficial.

• Strong communication and interpersonal skills.
• Customer focus.
• Analysis and problem solving.
• Able to work independently and unsupervised.
• Technical skills.

Desired Skills:

• Support
• Engineer
• Shift