ABOUT US

Data Capture Experts is an Australian-based fast-growing tech company founded in 2011 with a portfolio of digital products built for the healthcare and finance sector with a mission to digitalize, optimize and automate information-intensive business processes by harnessing the power of modern cloud technology.

As our Associate Application Support Engineer, you should be able to work on 24/7 shift operations, possess a solid understanding of application log monitoring systems, and demonstrate expertise in handling high-priority incidents. This role involves close collaboration with both the technical and business teams to ensure seamless application support and incident resolution.

THE ROLE

- Support to manage and resolve Level 2 support tickets across the application system, ensuring timely response and resolution to incidents and service requests.
- Work on a rotational 24/7 shift schedule, including weekends and holidays.
- Monitor application logs to proactively identify, analyze, and resolve issues.
- Handle and escalate P category incidents (with experience on P1 incidents considered an advantage).
- Fluent in writing and optimizing SQL queries for troubleshooting and support activities.
- Communicate complex technical information clearly and effectively in English to users and technical teams.




- Work collaboratively with L1 and L3 support teams to ensure incident resolution and knowledge sharing.
- Document and maintain incident records, resolutions, and technical documentation.
- Apply basic knowledge of Azure Cloud in troubleshooting and support scenarios (added advantage).
- Continuously learn and adapt to new tools, technologies, and processes in the support environment.

REQUIREMENTS

- Bachelor’s degree in IT, Computer Science, or a related field.
- A minimum of 1 year of experience working with application log monitoring systems would be an added advantage.
- Understanding of the P category of incidents (Priority 1/P1 experience is a plus).
- Knowledge in writing SQL queries for data analysis and troubleshooting.
- Basic knowledge of Azure Cloud services (desirable).
- Excellent verbal and written communication skills in English.
- Strong problem-solving skills, attention to detail, and ability to multitask.
- Ability to work effectively under pressure in a fast-paced 24/7 support environment.

PREFFERED ATTRIBUTES

- Previous experience in a similar L2 support or application support role.
- Familiarity with ITIL incident management processes.
- Eagerness to learn new technologies and grow within the organization.

📌 Associate Application Support Engineer (Kolamba)
🏢 DATA CAPTURE EXPERTS
📍 Kolamba