Intermediate Software Support Engineer
Remote · Cape Town, Western Cape, South Africa
Job Summary
The Intermediate Software Support Engineer will troubleshoot software applications, respond to customer inquiries with problem resolution and technical support, collaborate with software engineers to analyze and resolve issues, monitor and maintain performance, test software and document results, develop and deliver user training, analyze/document software requirements, create technical documentation, maintain software QA processes, develop and implement enhancements, and participate in a rotational weekly 24-hour shift/standby roster. The role also includes handling incoming Head Office calls professionally, ensuring proper screening, transfers, and routing while maintaining high customer service standards. Desired candidate will have a tertiary IT qualification, experience with service desk tools (ServiceNow, BMC Remedy, Jira, Marval), knowledge of ITSM/ITIL-like processes, strong documentation skills, relationship management with internal customers, 3+ years of service desk experience, and proficiency with Microsoft Office tools, English communication, and modern tech stacks (Azure DevOps, Azure SQL, Azure PaaS, C#, .NET 8, Angular, SQL, Snowflake). It also mentions a dynamic, customer-focused culture at 1Nebula and potential for remote work in South Africa, with a modern tech stack and supportive perks.
Required Qualifications
- tertiary qualification in IT
- experience with service desk tools (ServiceNow, BMC Remedy, Jira, Marval)
- knowledge of IT service management/processes
- document writing experience (Standards, Operating procedures, Work Instructions)
- experience managing relationships with internal business customers
- 3+ years’ Service Desk experience or equivalent in a large global organization
- strong interpersonal and communication skills
- team-oriented
- high energy and results-driven
- Microsoft PowerPoint, Project, Word, or Excel proficiency
- business English
- Azure DevOps experience
- Azure SQL and related cloud-based database and storage
- Azure PaaS Services
- C#
- .NET 8
- Angular
- SQL
- Snowflake
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