Intermediate Software Support Engineer

OneNebula

4d • Remote

About The Position

The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of the Software Support Technician is to maintain low issue resolution times and high customer service levels.

Requirements

• Tertiary qualification in IT
• Exposure to and knowledge of service desk tools, i.e. ServiceNow, BMC Remedy, Jira, Marval, etc.
• Knowledge of IT service management/service control processes and methodologies
• Experience in document writing (Standards, Operating procedures, Work Instructions etc.)
• Experience in managing relationships with internal business customers
• 3+ years’ Service Desk experience or working in a service desk environment within a large global organization
• Strong interpersonal and communication skills
• Work well in a team-oriented environment
• Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
• Exceptional focus on quality and strong attention to detail
• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel
• Good command of written/verbal business English

Nice To Haves

• Driven and passionate about excellent client services

Responsibilities

• Troubleshoot technical issues related to software applications.
• Respond to customer inquiries regarding software applications, providing problem resolution and technical support.
• Collaborate with other software engineers to analyze, identify, and resolve technical issues.
• Monitor and maintain the performance of software applications.
• Test software applications and document results.
• Develop and deliver user training for software applications.
• Analyze and document software requirements.
• Develop technical documentation for software applications.
• Develop and maintain software quality assurance processes.
• Develop and implement software application enhancements.
• Working on a possible Rotational weekly 24hour shift/Standby roster
• Answer and manage all incoming Head Office calls in a professional and courteous manner, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.

Benefits

• 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables.
• High spec laptops and equipment for you to comfortably work remotely.
• Flexible working hours.
• Access to our Well-being program and Employee support services
• Paid for Microsoft courses and certifications.
• Participation in our Culture and Social Responsibility initiatives.
• Hackathons (If you find yourself in office , we ’ll provide the pizza!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree