Job Description
About the Role
The Application Support Engineer role at iOCO Digital Pty Lty involves supporting and maintaining a production system used by enterprise clients. This position requires strong technical troubleshooting, client communication, and system analysis skills across cloud-based services and application layers.
Key Responsibilities
- Incident Management & Technical Support
- Act as the first point of contact for technical issues affecting clients and end-users
- Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction
- Troubleshoot issues across APIs, authentication flows, backend services, and frontend applications
- Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues
- Escalate issues with clear findings, supporting logs, and root cause hypotheses
- Service Desk & SLA Management
- Manage and prioritise support tickets using Jira Service Management
- Ensure incidents are resolved within SLA timelines
- Communicate regularly with clients regarding progress, delays, and resolutions
- Maintain accurate ticket updates and documentation
- Testing & Release Support
- Perform regression testing and assist with user acceptance testing (UAT)
- Validate bug fixes and support releases into production
- Reproduce reported issues to assist development teams
- Client Communication & Reporting
- Document clear, client-facing incident and root cause reports
- Translate technical issues into understandable explanations for non-technical users
- Provide support documentation and assist with client training where required
- Process Improvement
- Identify recurring issues and escalate for permanent fixes
- Suggest improvements to support workflows and system reliability
- Contribute to internal knowledge sharing and documentation
Requirements
- Experience working in a technical support or production support environment
- Familiarity with Jira Service Management or similar tools
- Basic understanding of AWS or cloud-based systems
- Ability to read and understand Python code for debugging
- Familiarity with REST APIs, HTTP responses, and debugging tools
- Exposure to frontend technologies such as Angular is beneficial
- Experience analysing logs and troubleshooting production issues
- Experience writing and analysing SQL queries
- Experience with AWS services (Lambda, API Gateway, DynamoDB, CloudWatch, S3)
- Exposure to serverless architectures
- Experience with C# / .NET
- Familiarity with structured incident management practices (e.g. ITIL)
Qualifications
Degree in Computer Science, Information Systems, or equivalent experience
Core Competencies
- Strong problem-solving and investigation skills
- Ability to work under pressure and manage multiple incidents
- Attention to detail when analysing logs and system behaviour
- Good judgement on when to escalate issues
- Basic understanding of system performance and reliability concepts
Personal Attributes
- Takes ownership of issues from start to resolution
- Communicates clearly and professionally with clients
- Patient and composed when dealing with users under pressure
- Organised and able to manage workload independently
- Willing to learn and adapt in a fast-changing environment
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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