Job details

Application Support Technician / Engineer

The Application Support Technician / Engineer will report to the Head of Technical services and is responsible for providing enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our TaaS applications and programs. Application Support Technician / Engineer responsibilities include resolving network issues, configuring and maintaining customer environments using the Kuba platforms and/or remote desktop connections to provide immediate support. You will use JIRA to manage and work on incidents assigned to you by the manager, for more complex problems that require nuanced instruction, you will contact clients directly via phone and/or provide clear, written instructions and technical manuals via email. From time to time it will be a requirement to go to site and provide assistance and the successful candidate must be able to travel for work.

Since this falls in a customer service type role you will need to possess the necessary soft skills that go with such a position, you should be a natural helper, enjoy assisting people with support issues and be able to explain technical details. The role is also a high skilled technical role and the successful candidate must possess very strong technical skills and problem solving skills.

As an Application Support Technician / Engineer at Kuba, you will play a crucial role in ensuring the smooth and efficient operation of our systems. You will collaborate closely within our development, operations, and customer support teams to address technical issues and provide excellent support to our clients. This is an exciting opportunity to join a dynamic and growing company that is at the forefront of transforming the mobility payments space.

Responsibilities

Serve as the second point of contact (Level 2 Support) for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Build and maintain datasets using Kuba platforms
Project implementation
Training internally and externally
Regression Testing of Hardware and Software
Setup and prestaging of Hardware/Software
Drafting and maintaining technical documentation
Direct unresolved issues to the next level of support personnel
Provide advice and assistance to customers using the Kuba platforms
Record events and problems and their resolution in logs on JIRA
Follow-up and update customer status and information on JIRA
Identify and suggest possible improvements on procedures
Track computer system issues through to resolution, within agreed SLA time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to the Head of Technical Services and work with the engineering team to resolve the escalated incidents to completion
Provide prompt and accurate feedback to customers
Prioritise and manage several open issues at one time using JIRA
Provide time sheets on a weekly basis to your line manager
Document technical knowledge in the form of knowledge articles on confluence
Maintain internal and external relationships
Comply will all internal policies, Information Security Management Systems (ISMS) and legal regulations at all times
Ad hoc duties as required
Skills/Attributes:

Technical Proficiency: a strong foundation in information technology (IT) and be proficient in various technical areas such as operating systems, databases, networking, and programming languages.
Troubleshooting Skills: adept at identifying, analysing, and resolving application-related issues, strong problem-solving skills to diagnose problems, identify root causes, and implement effective solutions.
Communication Skills: Excellent communication skills are crucial. Effectively communicate with end-users, understanding their issues, and explaining technical concepts in a clear and concise manner. Active listening skills are also important to ensure a thorough understanding of the problem at hand.
Customer Service: Providing exceptional customer service is vital, as it helps build trust and rapport with users. This includes being patient, empathetic, and maintaining a professional and helpful attitude while resolving issues.
Time Management: Effective time management is essential. The ability to prioritise tasks, manage workload efficiently, and meet deadlines while ensuring quality and thoroughness in your work.
Adaptability and continuous learning: Technology environments are constantly evolving, and new challenges may arise where you should be adaptable and willing to learn new technologies and tools as needed to meet changing demands.
Documentation and Reporting: Maintaining accurate and detailed documentation, skilled in documenting support requests, troubleshooting steps, and resolutions for future reference.
Teamwork and Collaboration: Collaboration with other departments, such as developers, system Finance, or project management teams, collaborate effectively, share knowledge, and contribute to a positive team environment.
Attention to Detail: A keen eye for detail is essential, you should be meticulous in your approach, ensuring that all necessary steps are taken and no details are overlooked during troubleshooting or implementation of solutions.

Minimum 5 years Experience in TaaS or SaaS (ticketing/ public) within the transport sector
Bachelor's degree in information technology, computer science, or a related field will be advantageous
Proficient in troubleshooting software and hardware issues
Strong knowledge of database management systems, SQL, and scripting languages
Familiarity with cloud platforms such as AWS
Excellent communication and interpersonal skills
Detail-oriented with the ability to multitask and prioritize effectively
Proven ability to work independently and collaboratively in a team environment
Personal accountability and Customer focused to tie into Kuba's Pillars