Description
General Description - Role & Purpose
The position requires the candidate to provide customers with a high level of technical support and perform installation and integration of the company's software product on a client's mobile network. The candidate should have very good communication skills, be customer facing and have excellent fault finding skills.
DUTIES AND RESPONSIBILITIES
On-Site Integration & Support
- Report development (Complex SQL query writing)
- Customisations within the Oracle DBA which includes creation of tables, procedures, grants, functions, triggers
- SQL tuning and performance deterioration analysis
- Technical product support (1st, 2nd and 3rd line support) to customer
- Liaise with the customers on a regular basis
- Logging and tracking of Service Requests (SR's)
- Own the SR life cycle to conclusion
- Technical problem solving
- Generation of requirement and acceptance documents
- Produce daily detailed journals of the status of the project
- Assist the technical sales team in providing technical support during the pre-sales phase
EXPERIENCE & SKILLS REQUIRED
Technical
- Technical degree or diploma
- GSM/UMTS Performance Management experience is a huge advantage
- Familiar with Unix/Linux
- Software Integration experience
- Oracle DBA experience mandatory (At least 2/4 years' experience)
- Oracle SQL and PL/SQL experience mandatory (At least 2/4 years' experience)
- Product Front End report development based on Oracle SQL
- Exposure to the Software development life cycle process
General Customer Support
- Preferably 2-4 years in a technical software support role
- Experience in help desk and Service Request tracking tools
- Sense of urgency in sorting out issues raised by customers
- On-site support experience
- Interface with customers to facilitate acceptance testing
- Follow through, ability to complete tasks, documenting systems etc.