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Concurrent Systems, founded in 2005 has grown from humble beginnings to a thriving business employing over 60 staff members.

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WORK TIME: 08:00 - 17:00
FIND US: South Africa
CONTACT: +27 (0)11 253 3690 / +27 (0)83 922 7136
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Senior Support Engineer

Wanted: Senior Support Engineer

Concurrent Systems builds software products to enable mobile operators to create advanced subscriber benefit provisioning solutions. 

We are seeking a seasoned and highly skilled Senior Support Engineer to join our team. If you are a match to the requirements below  send your application to careers@concurrent.systems

We are excited to chat to you!

WHO ARE WE?

WHO ARE YOU?

INTERNATIONAL – footprint in Africa, the Middle East and Asia PROBLEM SOLVER – taking ownership of customer issues reported and seeing problems through to resolution
TELECOMS – marketing software to mobile network operators COMMUNICATOR – conveys or exchanges information with eloquence and skill
DYNAMIC – competitive in the industry via leading-edge innovation (agile environment, kanban, scrum, lean) and thought leadership. TEAM PLAYER – teams up with all stakeholders to maintain and build relationships with customers
TECH – is our life’s blood, and engineers are the heart that pumps it TROUBLE SHOOTER – researches, diagnoses, troubleshoots and identifies solutions to resolve system issues
PRODUCTS – Electronic Credit Distribution System; Mobile self care digital shopfront for network benefits and offerings; Service Creation Environment; High performance USSD gateway and SMSC MENTOR – mentors and trains other technical support staff and procedural matters
CULTURE – we give our employees a place where they feel at home and they are free to be themselves and excel. We practice Holacracy as a governance method DELEGATOR – follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
TALENT – focused on sourcing and retaining the cream of the crop and developing employees and future leaders of the industry TRACKER – keep track of users’ system issues until they are resolved by keeping to the agreed timelines
SALARY – we compensate competitively for high calibre candidates INTEGRATOR – assist with deploying new software for customers

Job Specification:

The successful candidate will be responsible for the following:

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Researching and identifying solutions to software and hardware issues
  • Diagnosing and troubleshooting technical issues
  • Tracking system issues to resolution, within agreed time limits
  • Talking customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Escalating unresolved issues to appropriate internal teams
  • Providing prompt and accurate feedback to customers
  • Referring to internal databases or external resources to provide accurate tech solutions
  • Ensuring all issues are properly logged
  • Prioritising and managing several open issues at one time
  • Preparing accurate and timely reports
  • Documenting technical knowledge 
  • Maintaining relationships with customers
  • Travel to customer sites for integration related activities and working closely with the Delivery Manager and Dev Teams to deploy, integrate and launch new products and platform related tools and systems
  • Resolving integration issues related to RHEL OS and Database configuration setup remotely and on customer sites
  • Expert understanding, resolving and designing of tools to manage and improve monitoring of database clustering and infrastructure related elements
  • To produce, review and approve maintenance procedures (MoP’s) and Emergency
  • Reports compiled by the Customer Support team(s) before they are submitted to the customer
  • Conduct quality control checks, identifying and highlighting best practice for the Support teams
  • Travel to customer sites for visits related to marketing and addressing critical concerns as requested by the Support Manager
  • To provide input and maintain the “Support and Integration Engineer Handbook” which will provide guidance to the Support team

Minimum Requirements

The following minimum requirements are a prerequisite for applying for this vacancy:

  • Bachelor’s Degree in appropriate field of study or equivalent work experience
  • ITEL 3 or 4 certification preferable
  • 7-8 years of proven work experience as a Technical Support Engineer or similar role
  • Hands-on Linux experience
  • Additional certification in Linux or similar technologies is a plus

Desired skills and proficiencies

The successful candidate will possess the following skills and capabilities:

  • Good understanding of computer systems and other tech products
  • Strong technical acumen for integration and support related tasks
  • Ability to diagnose and troubleshoot technical issues
  • Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
  • Excellent problem-solving  and communication skills
  • Ability to provide step-by-step technical help, both verbal and written
  • Work independently in handling customer complaints and site issues 
  • Team player that works well with other members and is not afraid to step up and lead the team when required

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