1st Line Application Support Engineer
The Mukuru Application Support Team is growing, and we are extremely excited to announce
that a new opportunity has opened. We are hiring for a 1st line Application Engineer. This
candidate will report directly to the 1st line Application Team Lead and will be responsible for
team monitoring systems health, actioning system alerts and resolving 1st line application
support technical queries. This is a role that provides great exposure to various cutting-edge
technology stacks and is an excellent opportunity for learning and career advancement in the
Mukuru Technology space. The ideal candidate for this role must be hardworking, hungry to
learn and flexible enough to work with diverse individuals across various departments and
domains to not only resolve application support queries but to actively find opportunities to
improve our systems. We are looking for someone who is not satisfied with just doing a good
job, the ideal candidate for this role strives for World Class Customer Service in all they do.
Duties and Responsibilities include, but is not limited to:
- Adhere to standard operating procedures, quality control and security protocols and overall business processes
- Proactive monitoring of systems health and resolution of alerts
- Professional and positive engagement with business stakeholders and speedy resolution of 1st line application support queries
- Effective and efficient collaboration with 2nd line support team to drive speedy resolution of all escalated support queries
- Provide after-hour standby support during the week, weekends and public holidays (rotational standby shift roster)
- Proactively identify and raise repeat system issues and effectively collaborate with 2nd line support team to drive permanent solutions
- Assist with planned maintenance tasks and other ad hoc IT projects
- Effectively collaborate with 3rd party service providers and partners on all system issues and changes
- Knowledge Management
- Proactively and effectively share knowledge with team members
- Proactively and effectively gather knowledge from 2nd line support team
- Create new and maintain existing SOP documentation
- Contribute to and keep knowledge base updated and relevant
- Communication - Proactively and accurately inform all relevant parties of important system issues/changes/outages/updates etc.
- Maintain up-to-date knowledge of company products and services
- Stay updated with latest ICT industry developments and trends
Qualifications and Experience:
- Minimum of 2 - 4 years' experience as an Application/Software Support Engineer - Essential
- Demonstratable experience in Systems Health Monitoring with tools similar but not limited to: Grafana, Sysaid, Nagios, SolarWinds et al. - Essential
- Demonstratable Experience of IT service management (ITSM) business processes and tools - Essential
- Demonstratable knowledge and understanding of IT service level agreements - Essential
- Demonstratable knowledge and understanding of ITIL or similar frameworks - Essential
- Demonstratable experience in Web Application technical support – Essential
- BSc Computer Science Degree, IT Diploma, MCSE, Comptia Certification or similar – Nice to have
Attributes and Skills:
- Positive Can-do attitude
- Excellent team player
- Growth Mindset
- Excellent work ethic
- Attention to detail
- Ability to multitask effectively
- Excellent verbal and written communication skills
- Ability to rapidly learn new systems and processes while working under pressure
- Accountability and ownership
- Passionate about company and personal growth, desire to go the extra mile
- Self-motivated with excellent time management skills
- Ability to prioritise between important and urgent matters and take decisive action
- A never-ending desire to learn and grow
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
Top Skills
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
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