Junior Software Support Engineer

Development - Careers · Cape Town , Western Cape
Department Development - Careers
Employment Type Permanent
Minimum Experience Mid-level

Are you ready to launch your professional development? And to take your career to the next level? If you answered yes, you are ready to join a business based on longevity and the development and growth of each team member. 


1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.  


If you are looking for meaningful work, want to push yourself to unlock your infinite potential and accelerate your career, look no further.  Learn more about our people brand by watching our culture videos:  This role will be based in Cape Town

Position Summary: 

Provide a single point of contact (SPOC) between the Client Group IT division and all of its customers, employees, business partners and affiliates. Ensure users receive appropriate help in a timely manner and perform 1st line investigation and resolution for all User, Infrastructure and Applications related incidents and requests.

More About You – The Must-Haves: 

  • You are driven and passionate about excellent client services. 
  • You have a tertiary qualification in IT.
  • You have been exposure and have knowledge of service desk tools, i.e., ServiceNow, BMC Remedy, Jira, Marval, etc.,
  • You possess knowledge of IT service management / service control processes and methodologies.
  • You have experience in document writing (Standards, Operating procedures, Work Instructions etc.)
  • You have experience in managing relationships with internal business customers
  • 2-3 years’ Service Desk experience or working in a service desk environment within a large global organization
  • Demonstrate the corporate values: Integrity, Teamwork, Respect and Professionalism
  • Strong interpersonal, collaborative and communication skills
  • Good listening skills
  • Calmness, patience and understanding in dealing with customers
  • Work well in a team-oriented environment
  • Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
  • Exceptional focus on quality and strong attention to detail
  • Competent in the use of Microsoft PowerPoint, Project, Word, or Excel
  • Good command of written / verbal business English

What you will do:  

Key Responsibilities include  

  • Serve as the primary point of contact for monitoring, owning, addressing user requests, questions and incidents.
  • Log, categorise, prioritise and assign all relevant user, infrastructure and application related incidents and requests.
  • Analyse, diagnosis and resolve incidents and requests and ensure these are managed with defined service levels.
  • Act as the communication channel between service management, application and infrastructure function and the user community.
  • Troubleshoot end user issues on various software applications, hardware, network and communications systems.
  • Provide technical support, troubleshoot technical issues and help employees and customers resolve them.
  • Consult senior engineers and various support levels in the investigation and resolution of incidents and requests.
  • Escalate incidents and requests that cannot be resolved within agreed timescales.
  • Close incidents and requests as per defined service levels.
  • Ensure all tasks are scheduled and acted upon in the Operations schedule.
  • Monitor resolution and progress of requests and incidents towards service restoration.
  • Keep users and IT teams informed of progress of incidents and requests.
  • Compile reports and analysis of all incidents and requests logged at the Service Desk.
  • Ensure all standards are adhered to for the related service desk services.
  • Compile and maintain the relevant procedures and work instructions to support the Service Desk.
  • Provide advice and guidance to all users in the effective use of the Service Desk processes, procedures and services available to them.
  • Use Standard Operating Procedures (SOP’s) and ensuring all tasks are performed according to the SOP.

This vacancy notice sets out the main duties of the post.  Specific duties may vary from time to time without changing the general character of the duties or level of responsibility entailed. 

So who are we and what's our culture like?
Our team members share:
• an appetite for the satisfaction of a tough technical problem solved.
• an insatiable curiosity for all things tech.
• an unlimited capacity to learn with equal parts brilliance and humbleness.
• a need for adaptable and agile methods (and thinking).
• a preference for the exciting opportunities presented by a start-up and small-team environment.
• and most importantly a disapproval of dullness.


What we offer: 

To support you in accelerating your career and ensure you have meaningful work we offer some great perks! 

  • With our flexible working hours and remote work, you can go for that run or get the kids ready in the morning, at 1Nebula our main focus is for you to have balance.  
  • You have worked hard and met all your deliverables, you can take a Mulligan day each quarter to recharge.   
  • Grow your skills and learn something new with amazing Microsoft courses and certifications. 
  • Give back by participating in our Culture and Social Responsibility initiatives.
  • Constant fun rewards and recognition for a job well done. 
  • Free Gap cover.

More about us:  

We are inspired by the infinite potential of people. We are a team of challengers and game-changers that collaborate to innovate in smarter ways. We value Integrity, challenge, respect, teamwork, and trust. If you are keen to grow yourself as an individual in a tech world, in a cloud software development world, where technology is constantly changing, then we would like to hear from you.  

Your Application:

We use this information to determine your suitability for the role, and to guide any interviews (should you be given one). If you are unsuccessful in your application Nebula will delete the information you provide here within 3 months.

Thank You

Your application was submitted successfully.

  • Location
    Cape Town , Western Cape
  • Department
    Development - Careers
  • Employment Type
  • Minimum Experience