Junior Software Support Engineer

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.

Who Are We?

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

• [https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s>
• [https://www.youtube.com/watch?v=iVk3%5FvVyrW0>

Job Opportunity at 1Nebula:

The purpose of this position is to provide a single point of contact between the Client Group IT division and all of its customers, employees, business partners and affiliates. Ensure users receive appropriate help promptly and perform 1st line investigation and resolution for all User, Infrastructure and Applications related incidents and requests.

What You will do within this role (Your key responsibilities):

• Serve as the primary point of contact for monitoring, owning, and addressing user requests, questions and incidents
• Log, categorise, prioritise and assign all relevant user, infrastructure and application-related incidents and requests
• Analyse, diagnose and resolve incidents and requests and ensure these are managed with defined service levels
• Act as the communication channel between service management, application and infrastructure function and the user community
• Troubleshoot end-user issues on various software applications, hardware, network and communications systems
• Provide technical support, troubleshoot technical issues and help employees and customers resolve them
• Consult senior engineers and various support levels in the investigation and resolution of incidents and requests
• Escalate incidents and requests that cannot be resolved within agreed timescales
• Close incidents and requests as per defined service levels
• Ensure all tasks are scheduled and acted upon in the Operations schedule
• Monitor resolution and progress of requests and incidents towards service restoration
• Keep users and IT teams informed of the progress of incidents and requests
• Compile reports and analysis of all incidents and requests logged at the Service Desk
• Ensure all standards are adhered to for the related service desk services
• Compile and maintain the relevant procedures and work instructions to support the Service Desk
• Provide advice and guidance to all users in the effective use of the Service Desk processes, procedures and services available to them
• Use Standard Operating Procedures and ensure all tasks are performed according to the SOP

More about You (Our requirements for the role):

Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application

• You are driven and passionate about excellent client services

• You have a tertiary qualification in IT

• You have been exposed to and know service desk tools, i.e. ServiceNow, BMC Remedy, Jira, Marval, etc.

• You possess knowledge of IT service management/service control processes and methodologies

• You have experience in document writing (Standards, Operating procedures, Work Instructions etc.)

• You have experience in managing relationships with internal business customers

• 2-3 years’ Service Desk experience or working in a service desk environment within a large global organization

• Strong interpersonal and communication skills

• Work well in a team-oriented environment

• Pro-active with high levels of energy, tenacity and enthusiasm to deliver results

• Exceptional focus on quality and strong attention to detail

• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel

• Good command of written/verbal business English

Our Current Tech Stack:

• Azure DevOps
• Azure SQL and related cloud-based database and storage
• Azure PaaS Services
• C#
• .NET 8
• Angular

Our Amazing Perks!

• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually!
• High-spec laptops and equipment for you to comfortably work remotely
• A once-off-at-home office allowance to set up your home office
• Flexible working hours. We work on a flexible schedule from Monday to Friday where you can make the hours work for you
• Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too
• Grow your skills and learn something new with paid Microsoft courses and certifications
• Take up a hobby and unlock a training allowance every 2 years to do something non-work related
• Give back by participating in our Culture and Social Responsibility initiatives
• Free Gap cover