138 l3 Support jobs in South Africa

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms, Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

The primary goal of an Application Support Analyst (ASA), in the business is to ensure that applications meet the standards of the product and business, are running smoothly and efficiently, and are compliant with regulatory requirements, and most importantly provides a positive experience for the end-user(s).

The ASA plays a key role in the ONGOING maintenance and support phases of the software development life cycle (SDLC). During the maintenance and support phase, the ASA is responsible for ensuring that the application is functioning correctly, addressing any issues that arise, and requesting necessary updates and modifications to the application to meet changing business needs.

Requirements

• Grade 12

• Relevant Diploma or B-degree

• 4 - 6 years business experience

• A solid understanding of business processes product and business rules and processes (Service, Compulsory product knowledge)

• Proficient in Excel as well as SQL (able to write scripts from scratch)

• Proficient understanding of the financial service industry (advantageous)

• Experience in Operations (advantageous)

• Proficient understanding of tax processes (advantageous)

Duties & Responsibilities

Application Monitoring

• Monitors the application to detect and resolve issues (errors) that may impact functionality or performance.

• Analyzing and troubleshooting issues to identify root causes and potential solutions.

• Providing technical support (2nd line) to end users.

• Answering questions about the features and/or resolving issues.

• Ensuring that the application is updated by the IT Support team / DevOps as and when needed.

• Collaborating with relevant developers and other stakeholders such as business system analysts, QA, project management and end-users) to:

• Support upgrades & enhancements.

• Prioritize and address issues and importantly also;

• Enable temporary/tactical workarounds for incidents.

• Performs routine maintenance tasks to ensure the applications are up-to-date and functioning optimally.

• Improve monitoring and alerting.

• Maintaining (quality documentation) a high grade of quality documentation and knowledge bases to support end-users and other stakeholders.

• Accountable for end-to-end processes.

Business Continuity

• Responsible for ensuring the application is running smoothly, and as per the signed-off business specifications process flow, as well as addressing any issues that may arise to minimize the risk of disruptions.

• Cost saving and efficiency.

• Responsible for identifying and addressing any issues with the application, which will minimize costs and ensure that the business is operating effectively and efficiently.

• Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.

Maintain robust applications

• Analyze and improve processes, quality, productivity, and efficiency.

• Take an active role in incident and problem management, proactively bringing issues and problems to the attention of the team.

• Communicating with end users and other support teams to notify them of incidents and their resolution.

• Investigations of system failures, writing queries to identify the causes of incidents and process failures.

• Identify and implement workarounds for incidents.

• Proactively enables 2nd line support to resolve incidents.

• Daily monitoring of systems and processes.

• Proactively improve monitoring and alerting

• Prioritization of a backlog of bugs and fixes.

• Play an active role in projects from an operations perspective, pre-production or go-live stage.

• User acceptance testing before any implementation is critical to ensure systems function as expected.

• Work as part of a cross-functional team.

• Maintain Business Continuity documentation.

• Perform Product House administrative duties to support the business process.

• In addition, the ASAs are also involved in the earlier phases of the SDLC, such as:

• Reviewing requirements

• Participating in testing in the pre-production and/or go-live stage

• As this role works with software applications to support business outcomes, it requires very strong technical and analytical skills, and the ability to collaborate with cross-functional teams.

Client

• Build and maintain relationships with internal stakeholders.

• Deliver on service level agreements in order to ensure that client expectations are managed.

• Make recommendations to improve client service and fair treatment of clients within the area of responsibility.

• Participate and contribute to a culture that builds rewarding relationships, facilitates feedback and provides exceptional client service.

People

• Excellent communication skills to liaise between technical teams, finance, and tax department.

• Positively influence and participate in change initiatives.

• Continuously develop own expertise in terms of professional, industry and legislation

Competencies

• Analytical thinker.

• Actively live the company values.

• Self-Starter.

• Ability to work independently and as part of a team.

• Customer/ Stakeholder Commitment.

• Drive for results.

• Ability to document issues, resolutions, and user guides.

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms, Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose
The primary goal of an Application Support Analyst (ASA), in the business is to ensure that applications meet the standards of the product and business, are running smoothly and efficiently, and are compliant with regulatory requirements, and most importantly provides a positive experience for the end-user(s).

The ASA plays a key role in the ONGOING maintenance and support phases of the software development life cycle (SDLC). During the maintenance and support phase, the ASA is responsible for ensuring that the application is functioning correctly, addressing any issues that arise, and requesting necessary updates and modifications to the application to meet changing business needs.

Requirements

• Grade 12
• Relevant Diploma or B-degree
• 4 - 6 years business experience
• A solid understanding of business processes product and business rules and processes (Service, Compulsory product knowledge)
• Proficient in Excel as well as SQL (able to write scripts from scratch)
• Proficient understanding of the financial service industry (advantageous)
• Experience in Operations (advantageous)
• Proficient understanding of tax processes (advantageous)

Duties & Responsibilities
Application Monitoring

• Monitors the application to detect and resolve issues (errors) that may impact functionality or performance.
• Analyzing and troubleshooting issues to identify root causes and potential solutions.
• Providing technical support (2nd line) to end users.
• Answering questions about the features and/or resolving issues.
• Ensuring that the application is updated by the IT Support team / DevOps as and when needed.
• Collaborating with relevant developers and other stakeholders such as business system analysts, QA, project management and end-users) to:
• Support upgrades & enhancements.
• Prioritize and address issues and importantly also;
• Enable temporary/tactical workarounds for incidents.
• Performs routine maintenance tasks to ensure the applications are up-to-date and functioning optimally.
• Improve monitoring and alerting.
• Maintaining (quality documentation) a high grade of quality documentation and knowledge bases to support end-users and other stakeholders.
• Accountable for end-to-end processes.

Business Continuity

• Responsible for ensuring the application is running smoothly, and as per the signed-off business specifications process flow, as well as addressing any issues that may arise to minimize the risk of disruptions.
• Cost saving and efficiency.
• Responsible for identifying and addressing any issues with the application, which will minimize costs and ensure that the business is operating effectively and efficiently.
• Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.

Maintain robust applications

• Analyze and improve processes, quality, productivity, and efficiency.
• Take an active role in incident and problem management, proactively bringing issues and problems to the attention of the team.
• Communicating with end users and other support teams to notify them of incidents and their resolution.
• Investigations of system failures, writing queries to identify the causes of incidents and process failures.
• Identify and implement workarounds for incidents.
• Proactively enables 2nd line support to resolve incidents.
• Daily monitoring of systems and processes.
• Proactively improve monitoring and alerting
• Prioritization of a backlog of bugs and fixes.
• Play an active role in projects from an operations perspective, pre-production or go-live stage.
• User acceptance testing before any implementation is critical to ensure systems function as expected.
• Work as part of a cross-functional team.
• Maintain Business Continuity documentation.
• Perform Product House administrative duties to support the business process.
• In addition, the ASAs are also involved in the earlier phases of the SDLC, such as:
• Reviewing requirements
• Participating in testing in the pre-production and/or go-live stage
• As this role works with software applications to support business outcomes, it requires very strong technical and analytical skills, and the ability to collaborate with cross-functional teams.

Client

• Build and maintain relationships with internal stakeholders.
• Deliver on service level agreements in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
• Participate and contribute to a culture that builds rewarding relationships, facilitates feedback and provides exceptional client service.

People

• Excellent communication skills to liaise between technical teams, finance, and tax department.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation

Competencies

• Analytical thinker.
• Actively live the company values.
• Self-Starter.
• Ability to work independently and as part of a team.
• Customer/ Stakeholder Commitment.
• Drive for results.
• Ability to document issues, resolutions, and user guides.

Applications Support Administrator (Johannesburg)

An exciting opportunity has become available for an experienced
Applications Support Administrator
to join a dynamic Group IT team based in Elandsfontein. The successful candidate will be responsible for administering, supporting, and optimising key business systems such as
Sage X3 ERP
,
Sage300/VIP Payroll
, and other related business applications across multiple subsidiaries.

Key Responsibilities

• Serve as the primary contact for all Sage X3-related inquiries and technical support.
• Configure, customise, and maintain Sage X3 to align with evolving business needs.
• Manage user access, roles, and profiles while ensuring compliance with IT general controls and audit protocols.
• Monitor system performance, backups, and logs to identify and resolve issues proactively.
• Coordinate system upgrades, patches, and version control.
• Provide first-line support for Sage and other business applications, including VIP Payroll.
• Collaborate with cross-functional teams to identify and implement system enhancements.
• Oversee compliance documentation, software licensing, and disaster recovery planning.
• Conduct user training sessions and maintain system documentation.

Minimum Requirements

• 5+ years' experience in ERP administration, preferably with
  Sage X3
  and
  Sage300/VIP Payroll
  .
• Proven experience managing multi-company ERP environments and intercompany transactions.
• Strong understanding of SQL-based platforms and system integrations.
• Experience supporting HR, Payroll, and Self-Service modules.
• Bachelor's degree in
  Information Systems
  ,
  Computer Science
  , or a related field.
• Sage X3 ERP and/or Sage300/VIP certification (or willingness to obtain).
• ITIL or similar service management certification will be advantageous.

Key Competencies

• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder engagement abilities.
• Ability to manage multiple priorities within a group structure.
• Commitment to continuous improvement and digital transformation.

We are seeking an experienced
Application Support Specialist
with a strong background in supporting enterprise-level applications built on the
Microsoft .NET technology stack (C#, ASP.NET, MS SQL Server, IIS)
as well as
React
and
Docker
. The ideal candidate will demonstrate a structured and analytical approach to
incident, problem, and change management
, ensuring system reliability, performance, and seamless user experience.

Key Responsibilities

• Provide technical support for enterprise applications built on .NET, React, and Docker.
• Diagnose, troubleshoot, and resolve application, database, and infrastructure issues within agreed SLA timelines.
• Perform root cause analysis (RCA) for recurring incidents and implement permanent fixes.
• Monitor and maintain application health using logs, alerts, and performance dashboards.
• Collaborate with development, QA, infrastructure, and DevOps teams to ensure smooth deployments and application stability.
• Participate in release management, patching, and configuration changes on IIS and containerized environments.
• Maintain accurate documentation of issues, solutions, and configurations.
• Provide end-user and stakeholder support through clear communication and escalation processes.
• Contribute to continuous improvement by automating support tasks and optimizing monitoring tools.

Required Skills & Experience

• Minimum 5 years of proven experience providing application support for enterprise-level systems.

• Strong proficiency in:

• Microsoft .NET (C#, ASP.NET)

• MS SQL Server - writing complex queries, stored procedures, performance tuning
• IIS configuration and troubleshooting
• React - front-end support, debugging, and build management

• Docker - container management, deployments, and troubleshooting

• Experience with incident, problem, and change management frameworks (ITIL certification advantageous).

• Familiarity with CI/CD pipelines, version control (Git), and monitoring tools (e.g., AppDynamics, New Relic, or Azure Monitor).
• Strong analytical, communication, and documentation skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience with Azure or other cloud platforms.
• Exposure to microservices or container orchestration (e.g., Kubernetes).
• Basic understanding of scripting languages (PowerShell, Bash, or Python).

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

Role Purpose/Business Unit:
Applications Development & Support Specialist is to be responsible to ensure an optimised and efficient Enterprise Business services environment that operates within agreed service levels. The role will focus on ensuring quality delivery of new solutions within this environment with respect to system solutions, system integration, processes and controls as well as interacting with the business to ensure successful delivery of service requirements within agreed business service levels. To manage the development and support of enterprise business systems, ensuring efficient and effective delivery of IT services in an agile environment. The role focuses on enhancing system performance through innovation and continuous improvement. Ensure that technical solutions are compliant to all documented Vodacom policies, with specific focus on Cyber Security and business continuity, on a day-to-day basis, in accordance with the adopted Vodacom standards (e.g., AGILE, ISO, SOX, POPIA etc.).

Your responsibilities will include:

• To troubleshoot and resolve application and system issues, develop solutions, document correction process, ensure fixes are implemented and monitored
• To compile incident reports, attend/conduct incident reviews and follow through to ensure permanent fixes for production problems
• To maintain Operational Integrity Controls (ICE) and oversee their adoption, ensuring that all relevant processes are implemented, maintained and adhered to, and that all key controls are documented and executed. Maintain, re-evaluate, optimise or automate existing business billing processes
• To interface with different role players (Vendors, Change Management, IT, Customer Care departments etc.) to ensure that any operational changes or incidents are effectively and efficiently resolved and a solution implemented. Document and educate relevant teams to ensure process alignment
• To plan and optimize change controls because of system/application upgrades and configuration changes, adhering to Change Control procedures
• The role would require rotational standby

The ideal candidate for this role will have:

• Matric is essential
• A relevant 3-year Degree or Diploma in IT is essential
• 3-5 years' experience in an IT Operations environment is essential
• ITIL Service Management Foundation is essential

Job knowledge:

• Experience supporting Enterprise IT Systems. CRM & Provisioning
• ITIL Service Management Framework
• Service Operations
• Service Transition
• Data Analytics and Modelling
• Familiarity with application performance monitoring and advanced troubleshooting, including expertise in monitoring tools (e.g., Prometheus, Grafana, AppDynamics) and performance optimization techniques
• In-depth understanding of application stacks, databases, and middleware technologies, including expertise in cloud platforms, specifically AWS and OpenShift
• Agile mindset and the ability to collaborate within cross-functional teams
• Excellent problem-solving skills and the capability to address intricate technical challenges
• AI/GenAI knowledge

Skills:

• Problem solving skills are essential
• Decision making skills are essential
• Analytical skills are essential
• AI/Gen AI Fundamentals
• Interpersonal skills are essential
• Presentation skills are essential
• Understanding of ITIL

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications:
03 October 2025.
The base location for this role is
Century City.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

To form part of the Strategic Business Enablement's (SBE) application support team. The primary function of this role is to provide application support for ooba and ooba partners. The successful candidate will work with the business and SBE teams to deliver the various dimensions of the application support function which include but is not limited to: Application support, Delivery and deployment facilitation and Quality assurance.

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2 days of working from home per week. This role is based in the Cape Town office.

Please note, the successful candidate will work in accordance with NA hours, 8:30am to 5:00pm EST on Mondays to Fridays (which is 14:30 - 23:00 SAST subject to adjustment in accordance with applicable daylight savings changes) and NA public holidays.

MRI Software is currently seeking a Software Support Analyst, who will work as part of our Client Support team. This role involves analysing complex software issues, engaging with our worldwide client base, and providing an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on you to listen to and empathize with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

Responsibilities

• Primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues.
• Listen and empathise with our clients.
• Use troubleshooting and technical skills to meet the client's needs.
• Consistently deliver a professional experience.
• Deliver timely updates on progress, with the response time and client satisfaction targets in mind.
• Deliver comprehensive analysis on data, reporting and validation tasks and issues.

Requirements

• Customer focus and a passion for support.
• Creative and curious troubleshooter
• Strong organization and time management skills
• Professional communication skills with the ability to confidently articulate technical concepts
• Previous experience in customer service
• Excellent computer skills and knowledge of Microsoft products required
• SQL knowledge
• Minimum 1 year experience in application support
• Excellent customer services skills
• Willingness to take ownership of issues
• Ability to build relationships with clients, share knowledge with colleagues
• Ability to work under pressure to meet KPI's and SLA's
• Full working knowledge of the importance of processes

We're obsessed with making this the best job you've ever had

We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose
• Further your professional development with our Tuition Reimbursement Schemes
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in our Cape Town Office.

Please note, this role will work to UK Hours (BST/GMT) from Mon-Fri (08:30-17:00)
We are currently looking to recruit an
Application Support Analyst
who has a passion and desire for customer service and to excel in their role. This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development.

The role requires a good understanding of business processes and all its associated functions. You will be responsible for ensuring that SLA commitments are achieved, all tickets are managed and exceptional customer service. You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are prioritized and resolved effectively. The key to this role will be the ability to prioritise workloads and adapt to changing priorities.

Job Overview

• Effectively log, triage and resolve support tickets
• Excellent customer communication skills
• Experience in application support
• Gain knowledge of our product set
• Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation
• Reviewing all support tickets on a daily basis
• Fast learner and adaptable
• Applying the appropriate resolution for the issue where required
• Escalating the support ticket to the 2nd or 3rd line support teams
• Updating the user / client with the ticket status

Candidate Requirements

• A friendly and collaborative attitude and strong Team Player
• Excellent telephone manner
• Strong problem solving skills with a logical approach and use of methodologies such as ITIL
• Ability to pick up new technologies quickly and efficiently
• Good experience with Microsoft IT technologies
• Possess good personal organisation and time management abilities gained in a similar environment
• Suited to someone who would like to one day progress to a career in Software Development or Implementation of our Software Solutions.

Essential Knowledge And Experience

• Experience of supporting distributed and web based applications
• Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions
• Experienced in updating User Guides and Support Knowledge Base
• Root Cause Analysis
• Experience working with Social Housing Application is preferable
• Knowledge of ITIL

We're obsessed with making this the best job you've ever had
We want our teams to love working here, so we've created some incredible perks for you to enjoy:

We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

Have confidence in your health with our offered Medical Aid Scheme.

Invest in our competitive Personal Pension plan and help set you up for your future.

Big on family? So are we Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose

Further your professional development with our Tuition Reimbursement Schemes

Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

We know the  confidence gap and  imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply — we'd love to hear from you

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.

Eseye is looking for an experienced Application Support Analyst based in Johannesburg, SA.

Location:
Johannesburg, South Africa
(Must live within 1 hour's commute of client's site)

Employment Type:
Full-Time / Hybrid (Successful candidate will be expected to visit our client's site 2-3 times per week)

Annual Salary:
ZAR 400, ,000 per annum (+ 5% corporate bonus, Tc's & C's apply)

At Eseye, our Application Support Analysts perform detailed analysis and provide escalation and mitigation services whilst owning complex technical incidents. A key part to this role is providing swift resolutions to complex problems to minimise and circumvent customer business outage.

Role Requirements:

• Take ownership of problems that are escalated by the Customer Support team, Account Management team and MTN.
• Provide a high level of technical triage and analysis for our Operations/Dev teams, MTN and interconnect partners.
• Work with the service deployment and Customer Success teams to ensure a successful resolution to customer incidents.
• Provide a level of triage and escalation of incidents and managing through problems to the operational infrastructure teams or interconnect partners.
• Work closely with other teams within the business to deliver the shared goals of the operations functions.
• Responsible for the comprehension and manipulation of business data within MySQL databases.
• Responsible for planning, owning, and creating business processes that meet customer and business needs, to mitigate future incidents and problems.
• Responsible for providing regular status reports on incident progress to Eseye management.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Eseye teams and white label partners (including MTN).
• Responsible for the triage and prioritisation of problems within the structure of defined Operational Level Agreements, to meet the requirements of agreed customer Service Level Agreements.
• Represent Eseye to MTN and liaise with the account management team, including weekly site visits.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.
• Willingness to be flexible and adaptable to cope with changing customer and operational requirements.

Skills/ Person Requirements:

• Degree level Computer Science, Engineering or equivalent.
• 3+ years' experience working in Technical Customer Services or Technical Systems Support.
• 1+ year's experience working in a second line technical specialist role.
• Well versed in established customer service and SLA management processes.
• Extensive experience working in service focused teams, ideally in a telecoms or communications environment.
• Good systems support experience with Linux.
• Experience in reviewing application code to triage and report application problems accurately to level 3 teams.
• Working knowledge of fundamental networking concepts.
• Well versed in MYSQL (or equivalent) languages and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially Excel.
• The ability to solve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desired

• A working knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.
• Familiarity and experience in Cisco based infrastructure (or equivalent) configuration via command line access is highly desirable.
• Familiarity with GitHub
• Working knowledge of PHP (or equivalent) applications.

Company Overview

Eseye empowers businesses to embrace IoT without limits. We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets.

Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy and round-the-clock support allows businesses to overcome the complexity of IoT design, development and deployment. We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong. Supported by our unique AnyNet Secure SIM technology, Connectivity Management Platform and a powerful partner ecosystem, we help more than 2,000 customers to seamlessly connect millions of devices across 190 countries, agnostic to over 700 available global networks.