Staff Software Support Engineer
Sumerge -
Cairo, EgyptPosted 5 years ago15Applicants for1 open position
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Job Description
- Leverage Support processes, systems and tools to resolve a variety of technical problems.
- Reach clients either via phone, email or chat with an appropriate action plans.
- Own problems through resolution, properly escalate unresolved issues to appropriate internal teams (software developers, system admins ...etc).
- Manage, prioritize, and respond to cases within defined SLA’s.
- Provide prompt, efficient, detailed, customer-oriented service.
- Monitor queues and respond to issues within defined SLAs.
- Create and maintain problem resolution procedures.
- Ensure all issues are properly logged.
- Investigate application issues and customer-driven production problems
- Technical troubleshooting of issues, resolution and document the solution for issues.
- Identify and develop tools, techniques and procedures for improving the performance, availability and reliability of applications
- Work with development and engineering teams to design and refine processes, procedures, and delivery mechanisms
Job Requirements
- 5+ Years of experience in technical application support or technical implementations.
- Bachelor’s degree in Computer Science or equivalent education in a related discipline.
- Proven experience RDBMS administration specially Microsoft SQL Server, including log analysis and query handling.
- Troubleshooting performance issues in application, database , network and OS layers.
- Having a programmer's mindset, java knowledge is a plus.
- Worked on different operating systems (Windows, Linux .. etc).
- Application server knowledge and troubleshooting, WebSphere knowledge is a plus.
- Ability to troubleshoot and analyze networked environments.
- Experience in clustering and/or replication is a plus.