Software Application Technical Support Engineer

eBSEG - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job
  • You will be responsible for providing application deployment and remote or onsite technical support for clients who have critical response time requirements for their business systems.
  • You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access or on site, and escalate problems when appropriate.
  • Provide 1st & eventually 2nd level (after good training on company products) support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team.
  • Setup, configure and maintain monitoring for the deployed systems
  • Maintain the company knowledge base related to deployment of new applications and resolutions for known issues
  • Write internal administration guides for the applications and trains the staff in case of new deployment processes are introduced
  • Install and configure clients’ environments on request - onsite or offsite
  • Perform advances investigation of issues including source code investigation and network troubleshooting;
  • Monitor trouble management system to ensure all reported production issues are addressed according to published service level agreement.
  • Diagnose and resolve day-to-day live system issues in timely manner based on their severity.
  • Clear understanding of software development lifecycle methodologies and documentation standards
  • Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues
  • Coordinate, Review and respond to system audit alerts in a timely manner
  • Ability to write, modify, and execute SQL queries for SQL Server
  • Configuration of local machines to clone client's production environment for troubleshooting reported issues
  • Effectively record and monitor progress of all issues raised, providing feedback to the business users as required
  • Liaise with other support/development teams to resolve cross system issues
  • Maintain application support documentation
  • Test configuration changes in a test environment prior to pushing into production
  • Design and support application reports
  • Maintain confidentiality with regard to the information being processed, stored or accessed
  • Provide evening and weekend support in response to needs of the applications being supported if necessary
  • Read and recognize the function of SQL queries to perform troubleshooting related to application changes and releases
Job Requirements
  • University degree in Software/Computer Engineering, Computer Sciences, or related field
  • Minimum of 5 years’ experience in a software development context with minimum 3 year in a support role
  • Experience in supporting and maintaining applications on web and database platforms
  • Solid working knowledge and building queries in SQL 2005/2008/2012 databases is a must
  • Fluent English is a MUST
  • Solid experience in writing and performing T-SQL queries, joins, updates, etc.
  • Ability to read and understand job-related materials such as instructions, specifications, references and manuals
  • Ability to work with demanding users in a fast paced environment
  • Excellent organizational, analytical, as well as oral and written communication skills
  • Excellent interpersonal and communication skills (oral and written)
  • Strong critical thinking and analysis, meeting facilitation, verbal and written communications, and interpersonal skills
  • The ability to explain complicated concepts in a simple manner
  • Proven documentation skills with consistent accuracy of details
  • Strong understanding of change control processes, time management and attention to detail.
  • Ability to manage time and work well under pressure
  • Flexibility to handle multiple work streams at any one time
  • Ability to investigate, analyze information and to draw conclusions in order to troubleshoot issues
  • Experience in supporting a 24 x 7 hour environment
  • Ability to learn and support new applications
  • Ability to work independently or as part of a team
  • Flexibility to align work hours with business processes and after hours system.
  • Proven ability to understand a customer’s business environment and processes
About this Company

eBusiness Solutions Enabling Group (eBSEG) is a Global premier solution provider for Omni-channel e-Business solutions. eBESEG is a unique and capable organization focused on applying a long standing tradition of technology perfectionism to dynamic corporate challenges, where... (More)

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