Technical Support Specialist

About MagicOrange

MagicOrange is a leader in the IT Financial Management Software market recognised by Gartner with customers and a presence in four continents. MagicOrange is a Software as a Service provider currently in a high growth phase. Our mission is to make people and organizations more valuable.

The primary objective of this position is to be the gateway between our direct customer support-facing function and the technical teams. The successful incumbent would need to have a broad range of expertise, ranging from backend infrastructure, some DB/SQL expertise, perhaps some PowerBI knowledge, and preferably also some Web development background. A highly skilled person in this role will be a huge efficiency booster for the team, enabling many of the functions to get more focus time in their respective disciplines. The right person will embody the old adage “a jack of all trades is a master of none, but oftentimes better than a master of one.” We do understand that some of the experience may need to be gained on the job, but the successful applicant will need to embrace learning and development as part of their role.

The MagicOrange product is an exciting profitability and cost-transparency offering which is pivotal to MagicOrange’s success.

This person will be a member of the MagicOrange team and operate in conjunction with the wider business, delivering measurable business results by developing high-quality software that is aligned with user needs and business goals.

The candidate will need the ability to prioritize well, communicate clearly, have a consistent track record of delivery, and have excellent technical and interpersonal skills. Must be able to work across multiple facets of the MagicOrange solution stack and juggle multiple responsibilities at the same time. Strong analytic capability and problem-solving are important. We are looking for a highly motivated individual who is looking to grow their career in a fast-paced environment.

The responsibilities of the Technical Support Specialist include:

  • Triage of support items escalated by the 1st and 2nd line support functions.
  • Troubleshoot and problem-solve to fix, where possible, support issues, and where not possible to provide additional information and replication steps.
  • Run SQL queries to determine root cause/obtain additional information on errors
  • View and assess Azure Infrastructure diagnostics/monitoring/logs to obtain additional information on errors
  • Use browser developer tools and Postman to further debug support issues
  • Browse code (C#/Angular) to provide additional information on support items
  • Create information packs and troubleshooting guides to upskill the support function and other team members to be able to more efficiently debug issues.
  • Create a pack of scripts/tools to further make the MagicOrange support function more efficient and effective.

Educational Background

  • Matric,
  • Degree, relevant technical qualification, or equivalent work experience working on a 24×7 cloud or SaaS operation team.

Previous Experience

  • Experience with infrastructure management and monitoring.
  • Broad experience with Azure DevOps Platform tooling (other tooling advantageous)
  • Broad experience with SQL Databases (other related tooling advantageous)
  • Working experience with web applications/APIs.
  • Strong understanding and wide use of technical standards, principles, theories, and concepts in the field
  • Demonstrable/proven judgment in selecting methods and techniques for obtaining solutions

Skills and Requirements

  • Strong Mathematical, Analytical, Conceptual and Problem-Solving Abilities
  • Excellent Communication Skills
  • Solution Driven
  • Ability to prioritize and manage time effectively
  • Ability to find the root cause of problems and quickly determine effective solutions
  • Troubleshooting, analytical and attention to details
  • Ability to anticipate risk