Support Application Engineer (Infrastructure)

SUMMARY:
Support Application Engineer (Infrastructure)

POSITION INFO:

Job Description:  Support Application Engineer (Infrastructure)

Employed by: Striata SA (Pty) Ltd

Reports to: Support Lead

The employee is employed in the capacity of Application Engineer (Infrastructure Specialist).  This includes, but is not limited to, the following duties:

Level 1-3: Platform & Administration

The Application Engineer is responsible for the administration of all Company servers and services and platform installs. This includes:

• Installing applications and operating systems.
• Maintaining and updating applications and operating systems.
• Monitoring all services and servers.
• Maintaining and monitoring the current Company network.
• Installing and third level support of Company Applications and services related to Company solutions.
• Provide technical support for team members.
• Construct and maintain all required consulting documentation.
• Provide a clear consulting communication channel.
• Ensure all knowledge gained is documented and added to the Company knowledge base.
• Assist the Head of Customer Service with all client related issues, including onsite support.
• Management of appropriate processes maintaining and supporting the above mentioned.
• Consulting on the installation of the application, upgrades and patches.
• Raising all new software bugs with Devco.  This includes gathering all required information and applying the fixes to the appropriate platform.
• Analysis of all system related issues and appropriately communicate the results.
• Installation, Upgrading, Maintenance and Deployment of core all Company Platforms, Operating Systems and Third party Applications/Software;
• Provide Technical Consultancy on the Company Application Platform and other Operating Systems (Unix/Linux/Microsoft) and Virtualization & Cloud Services to clients;
• Perform System Troubleshooting and escalation of critical outages/downtime to direct line Manager/Team Leader;
• Monitoring Systems and Infrastructure uptime and reporting any incidences during On-call duties;
• To provide Technical Support and Administration of all Company servers and services;
• Installation, Upgrading, Maintenance and Deployment of core Company applications/Software;
• Provide Technical Consultancy on the Company Application Platform and other Operating Systems (Unix/Linux/Microsoft) and Virtualization & Cloud Services to clients;
• Perform System Troubleshooting and escalation of critical outages/downtime to direct line Manager/Team Leader;
• Database Administration(MySQL, mssql) and perform backup and restore;
• Monitoring Systems and Infrastructure uptime and reporting any incidences during On-call duties using the monitoring tool and SMS gateways;
• Creating and maintaining documentation related to the Support processes, training, user manuals and wiki articles;
• Identify, escalate and report on issues/bugs;
• Notify clients (internal & external) on incidents detected;
• Timely update clients (internal & external) on status of issues;
• Generate and distribute incident reports;
• Create trend reports;

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