Intermediate Software Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Diagnose and resolve technical problems associated with software applications.

• Address customer queries regarding software applications, offering problem-solving and technical assistance.

• Collaborate with fellow software engineers to analyze, identify, and rectify technical challenges.

• Oversee and sustain the performance of software applications.

• Conduct testing of software applications and document the outcomes.

• Create and provide user training for software applications.

• Analyze and document software requirements thoroughly.

• Produce technical documentation for software applications.

• Establish and uphold software quality assurance processes.

• Develop and implement enhancements for software applications.

• Participate in a potential rotational weekly 24-hour shift/standby schedule.

• Professionally manage all incoming Head Office calls, ensuring accurate screening, transfer, and routing to the appropriate departments or individuals while upholding exceptional customer service standards.

⛳️ Requirements

• You are motivated and passionate about providing outstanding client services.

• You hold a tertiary qualification in IT.

• You have experience with service desk tools such as ServiceNow, BMC Remedy, Jira, Marval, etc.

• You possess knowledge of IT service management and service control processes and methodologies.

• You have experience in writing documentation (Standards, Operating Procedures, Work Instructions, etc.).

• You have a background in managing relationships with internal business customers.

• 3+ years of experience in a Service Desk role or working within a service desk environment in a large global organization.

• Strong interpersonal and communication skills are essential.

• Ability to thrive in a team-oriented environment.

• Proactive with high levels of energy, determination, and enthusiasm to achieve results.

• Exceptional focus on quality and a keen attention to detail.

• Proficient in Microsoft PowerPoint, Project, Word, and Excel.

• Good command of written and verbal business English.

🏝️ Benefits

• Enjoy 20 leave days each year along with a “mulligan day” every quarter upon completing all deliverables, totaling 4 additional leave days annually!

• Receive high-spec laptops and equipment for comfortable remote work.

• Benefit from flexible working hours.

• Gain access to our Well-being program and Employee support services, as we prioritize work/life balance for you and your family.

• Enhance your skills with paid Microsoft courses and certifications.

• Contribute by participating in our Culture and Social Responsibility initiatives.

• Join us for hackathons (If you're in the office, we’ll provide the pizza!)