Job Description

Schauenburg Systems is dedicated to providing equal employment opportunities. We strongly encourage EE candidates and individuals with disabilities to submit their applications.
MAIN PURPOSE
To provide advanced technical support and troubleshooting for hardware and software issues, while serving as a technical escalation point and mentor within the Support Team, ensuring service excellence, adherence to SLAs, and continuous knowledge sharing
KEY RESPONSIBILITIES
Advanced Technical Support & Troubleshooting

• Diagnose and resolve complex hardware and software issues.
• Serve as escalation point for first-line support team

Team Support & Mentorship

• Provide guidance and training to junior support technicians.
• Share knowledge and best practices to enhance team performance.

Service Delivery & SLA Compliance

• Ensure timely resolution of support tickets in line with SLA targets.
• Monitor ticket status and escalate issues as needed.

System Testing & Quality Assurance

• Assist with software and firmware testing to ensure stable releases.
• Report defects and collaborate with development teams on fixes.

Documentation & Knowledge Management

• Maintain and update support documentation and knowledge base.
• Document troubleshooting steps and solutions clearly.

Client Communication & Relationship Management

• Communicate professionally with clients during support interactions.
• Manage client expectations and provide clear status updates.

Training & End-User Support

• Conduct on-site or remote training sessions for end-users.
• Support smooth adoption of new systems and software updates.

MINIMUM REQUIREMENTS
EDUCATION

• National Diploma or Higher Certificate in Information Technology, Computer Science.
• Alternatively, relevant technical certifications combined with substantial practical experience may be considered.
• Preferred Additional Qualifications: Certifications such as CompTIA Linux Pro, Microsoft Certified Professional (MCP) or equivalent technical support certifications.
• Training or certification in customer service or communication skills is an advantage.

EXPERIENCE

• 2-4 years' experience in supporting and administering Linux-based systems.
• Experience with Kubernetes, OpenSearch, and containerised environments will be advantageous.
• At least 2-4 years of experience in first line technical support roles, handling both hardware and software issues.
• Proven experience in troubleshooting, escalation management, and client communication.
• Demonstrated experience mentoring or training junior support staff is highly desirable.

Competencies (Skills, Knowledge, Attributes) Required:
Skills

• Advanced troubleshooting and problem-solving (hardware/software).
• Strong verbal and written communication with clients and team members.
• Time management and ability to prioritise support tickets effectively.
• Mentoring and coaching junior technicians.
• Documentation and knowledge base management.
• Basic system testing and quality assurance support.

Knowledge

• Deep understanding of operating systems, networks, and common hardware components.
• Familiarity with support tools, ticketing systems, and escalation procedures.
• Knowledge of software and firmware deployment processes.
• Understanding of ITIL principles and SLA compliance.
• Awareness of company products (e.g., MIMACSII, SmartMine) and support processes.

Attributes

• Customer-focused and professional demeanor.
• Detail-oriented and thorough in troubleshooting and documentation.
• Proactive and self-motivated with a continuous learning mindset.
• Reliable, accountable, and able to work under pressure.
• Collaborative team player who supports knowledge sharing.
• Patient and resilient when dealing with complex or stressful situations.

The list of tasks/duties and responsibilities contained in this document is not necessarily exhaustive, and the
employer is entitled to instruct the employee to carry out additional duties or responsibilities, which may fall
reasonably within the ambit of the role profile, or in accordance with operational requirement
All applicants who meet the minimum requirements and wish to apply should do so on or before 03 February 2026 at 12:00.
Consider your application unsuccessful. should you not hear from us within 3 weeks.

Skills Required