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Job Description
- You will be responsible for providing remote 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, and escalate problems when appropriate.
- Provide first level 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.
- Monitor (Zendesk) 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
- Support customers via chat, phone, email or ticketing system.
- Basic troubleshooting of Software/Application issues
- Handle high level application usage or How-to questions
- Ticket escalation to relevant teams
- Follow up on customer requests
- Provide high level of service to customers and adhere to company SLA policies for response and resolution times.
- Identify and implement workarounds for customer incidents
- Implement bug fixes and patches to both new and legacy parts of the platform
- Proactively bring issues and problems to the attention of the team; generating, proposing and implementing innovative solutions to solve them
Job Requirements
- Fluent English is a MUST
- University degree in Software/Computer Engineering, Computer Sciences, or related field or previous experience in technical support role.
- 3 years of experience in a software development context with minimum 1 year in a support role
- Experience in supporting and maintaining applications on web and database platforms
- Server Environment experience
- SQL / VMWare / Misc experience or study experience is a plus.
- Cloud Software troubleshooting
- 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
- Strong critical thinking and analysis, meeting facilitation, verbal and written communications, and interpersonal skills
- Experience in supporting a 24 x 7 hour environment
- Flexibility to align work hours with business processes and after hours system.
Personal skills:
- Customer Orientation
- Strong Interpersonal skills
- Strong Communication skills
- Patient and understanding
- Investigation, problem solving & diagnostic skills
- Listening and Responding
- Flexibility
- Pro-Active
- Efficient
- Accountable
- Responsive
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