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Job Description
- 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 network troubleshooting
- 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 database
- 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
- Read and recognize the function of SQL queries to perform troubleshooting related to application changes and releases
Job Requirements
- Bachelor degree in Software/Computer Engineering, Computer Sciences, or related field
- Minimum of 2 years’ experience in a software development context with minimum 2 year in a support role
- Experience in supporting and maintaining applications on desktop, web and database platforms
- Solid working knowledge in SQL database is a must
- Fluent English is a MUST
- Solid experience in CRM systems (Microsoft Dynamics CRM is a plus)
- Solid experience in cloud computing platform (Microsoft Azure is a plus)
- Business Intelligence knowledge is a plus
- Working experience in .NET framework is a plus
- 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 time
- Ability to investigate, analyze information and to draw conclusions in order to troubleshoot issues
- Ability to learn and support new applications
- Ability to work independently or as part of a team
- Proven ability to understand a customer’s business environment and processes
- Ability to travel abroad when needed
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