Job Description

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.
Applications Support Analyst - Full - Time / Hybrid (Successful candidate will be expected to visit our client's site 2-3 times per week)
Essential criteria - Must live in Johannesburg, South Africa, within 1 hour's commute of client's site.
Role Overview
The main responsibility of our Application Support Analyst is to 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.

Skill / Person Requirements:
Essential:

• 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.

Offering a competitive salary and excellent training

Skills Required