Senior Engineer Technical Support

Position Purpose: Senior Engineer Technical Support is responsible to provide ICT support, ensuring service quality expected by users are met and user management, maintenance, security, service integrity and data confidentiality are maintained. Provide supervision to the Desktop Support team, App developers and Cloud services technical team to deliver on their specific product, technical and customer KPIs. Accountabilities/Responsibilities: Assist with team budget development, monitoring and management. Assist the Manager ICT to ensure the implementation of ICT projects are done according to technical specifications, on schedule, and within budget. Monitor ICT infrastructure system performance and operation standards to maintain very high service availability for customers and internal users. Assist the Manager ICT to oversee the review and renewal of SLAs with service and hardware support vendors. Evaluate Software and hardware lifecycles and make recommendations for renewal or replacement. Plan improvement, modification or replacement of systems and device capacity to meet customer demand. Take an overview of service desk calls, response and customer satisfaction. Provide detailed and comprehensive technical support to internal and external customers. Provide support for internal business cloud and on premises applications. Regular and timely follow up with customers to ensure reported issues are resolved, to ensure a high customer satisfaction. Develop, implement and maintain policies, procedures and processes, and associated training plans. Evaluate performance, integrity and security of STCL databases. Planning, development and troubleshooting of databases. Adhere and comply with procedures and processes, and STCL policies and procedures in general. Document technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting. Develop, implement, monitor and audit required back-up and recovery procedures to ensure requirements and standards are being met. Oversee technical design and maintain various ICT services to ensure achievement of all functional requirements, and ensure all such documentation is updated regularly. Assist others across the organisation when required, with relevant support systems evaluations and implementations. Communicate regularly with technical, applications and operational staff to ensure database integrity and security. Assess team performance against set objectives, targets and goals. Responsible for Probation Assessments of team members Responsible for managing and addressing disciplinary issues within team. Compliance to STCL Values, Policies and Procedures Alignment and adherence with governance policies, processes and standards and with external regulatory requirements. Identify risk and security issues within processes and determine remediation plans.

Requirements Competency (Skills, knowledge & experience) Have a strong knowledge of the cloud services such as SaaS, PaaS, IaaS and DaaS. Established knowledge and experience with data security, migration, redundancy and storage. Extensive experience of information analysis of ICT hardware and software systems in enterprise environment. Experience with virtual environments and cloud platforms such OpenStack, VMware, Hyper-V, Linux/UNIX, Docker and Microsoft Azure. Intermediate to advanced knowledge with the main data manipulation languages and the principles of database design. Strong knowledge of networking and internet protocols including TCP/IP, DNS, SMTP, HTTP and distributed networks. Knowledge of web services, API, REST and PRC. Excellent communication, interpersonal and leadership skills. Mandatory Certification Bachelor’s degree in IT, Computer Science, Information Systems or relevant field.

Benefits An excellent remuneration package with performance incentives. A chance to join a dynamic, growing company with strong career prospects.