Data Support Engineer – Cape Town

This is an exciting opportunity for a highly analytical person with a knack for troubleshooting and a passion for client service

The role involves responding to client requests, replicating and resolving client issues, logging and managing support tasks and performing in-depth analysis of issues

Providing technical assistance to the company’s clients with a dedication to client success, you will maximize client satisfaction and provide value with every interaction

 

REQUIREMENTS

Preferred Qualifications & Experience:

  • Tertiary degree in BSc Computer Science, B.IT or Informatics related degrees, Mathematics,

Applied Mathematics, Actuarial Science or an Engineering degree

  • 1+ years’ working experience in a technical support environment

 

Technical Skills / Expertise:

  • Data cleaning / Integrity checking
  • Strong analytical and troubleshooting abilities
  • Experience of creating reports using Excel or equivalent
  • SQL, SSIS, database scripting (stored procedures, user defined functions, queries, triggers)
  • Iterative testing including debugging and refactoring
  • Present information using data visualization techniques (such as QlikView, PowerBI and

Tableau)

  • Basic network and IT infrastructure environment knowledge
  • Excellent oral and written communication skills
  • Some experience in a programming language (advantageous)
  • Any sort of ETL or Data Warehousing knowledge (advantageous)
  • Statistical languages (such as R and Matlab) (advantageous)
  • Experience of consuming APIs (advantageous)

 

FUNCTIONS & RESPONSIBILITIES

  • Ensure daily client data processing occurs successfully. Review errors and reprocess data within the agreed SLA
  • Automate and enhance “start of business” checks for all client solutions. The objective of this automation is to ensure issues are proactively identified and resolved before they impact a client
  • Answer client support requests using the organisations support desk tool. This may be via multiple channels including email, telephone or instant messaging
  • Document support task progress and technical details throughout the support task lifecycle
  • Use creative trouble shooting and problem-solving skills to help solve client issues
  • Follow up with clients to verify solutions are successful and drive client satisfaction
  • Escalate complex issues to the Support Desk Manager in a timely manner with appropriate details captured
  • Document problem solutions in the company knowledge base
  • Assist in the release management process, making sure that clients are on the latest versions of the company’s software. This entails communication with the client, internal testing, UAT and ensuing any issues are resolved before the release is live in the client environment
  • Participate in recurring support review meetings, presenting challenging support cases and new ideas to support them
  • Impress our clients with your empathy, professionalism, responsiveness, technical ability and attention to detail, representing the company’s brand
  • Be a strong client advocate, building trust and relationships with clients

 

This job description is not intended to be an all-inclusive list of duties required; nor is it an indication of an employment contract. Job descriptions may be reviewed and updated from time to time as necessary to reflect changing business needs of the client

 

The candidate will also need to have the following attributes:

  • Client centric / strong client advocate
  • A passion to learn and extend knowledge outside of the work sphere
  • Excels at problem solving (core to the role)
  • The ability to self-manage and self-motivate
  • The ability to communicate clearly with clients and the team
  • Be a team player
  • Be adaptable and proactive
  • Good attention to detail
  • Be able to efficiently and effectively plan and structure tasks
  • Execute assignments against deadlines
  • Thrive in an agile environment
  • Comfortable working in a fast-paced environment with multiple stakeholders

 

Industry Experience:

  • Information and technology services
  • Asset management and financial services (distinct advantage)

 

Please forward your CV with supporting documents to tracy@glass-house.co.za

More Information

Only candidates can apply for this job.
Share this job

Contact Us

17 Waterville St,
Sunningdale,
Cape Town
info@glasshouserecruiting.co.za
+27 21 554 5309 / +27 21 200 6629