Do you have a strong passion for solving technical problems? Join us and be part of the family that believes in good software design, delivering quality well tested solutions. Help establish Ufinity as the trusted partner by constantly achieving a pinnacle of excellence in our ideas, solutions and services!
Role Entails:
- Responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction by providing 2nd level technical support for our customers.
- Working directly with customers to resolve any issues raised.
- Investigating logs and source codes, reproducing issues, and recommending fixes across several software products, and respond to general queries about the software.
- Monitoring of scheduled jobs and to provide recovery effort in a event of a job failure
- Managing tickets and customer expectations, providing support via email, phone and in person.
- Creating and maintaining documentations for both internal and external use.
- Working with internal teams to ensure that upgrades and project work have a smooth transition into the production environment and cause minimal disruption.
- Analysing issue patterns to spot common trends and underlying problems to proactively prevent future incidents.
- Maintaining effective relationships with customer and all stakeholders
- Participating in customer meetings to share status updates and improvement plans.
Role Requirements:
- Bachelor’s Degree, Post Graduate Diploma or Professional Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or an equivalent.
- At least 2 years of experience in software support and development, with greater emphasis on supporting production issues and troubleshooting.
- Well versed with JavaScript, Java and SQL with reasonable knowledge of Windows PowerShell and UNIX Bash scripting, System Infrastructures and Networking
- Strong verbal and written communication skills, and able to transmit information in a clear way.
- Able to work both independently and as part of a Production Support team.
- Able to manage your time and tasks to make sure incidents can be resolved within SLA.
- Able to perform under pressure and cope with competing priorities.
- Able to provide detailed analysis from investigations and distinguish between requirement gaps, hardware, software, and operational issues.
- Able to be flexible to work on shifts when required.
It'll be ideal if you possess the following skillsets:
Familiarity with any of the following products/technologies will be a plus:
- Outsystems
- Intellidox
- AWS
- Splunk Enterprise
- GoCD
- Control M
- Gitlab Enterprise
