Senior Software Application Engineer - Technical Support
eBSEG -
Maadi, CairoPosted 3 years ago26Applicants for1 open position
- 25Viewed
- 12In Consideration
- 0Not Selected
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Job Description
- You will be responsible for providing application deployment and remote and/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 administration/installation and configuration and other guides for the applications and train client staff on delivered systems
- Install and configure clients’ environments on request - onsite or offsite (In Egypt and Outside Egypt)
- Perform advances investigation of issues including source code investigation and network troubleshooting;
- Review Security Penetration Points of developed/delivered Systems
- Review Deployment against best practice check lists
- 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 life-cycle 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
- Perform Stress Testing on Web Applications
- 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 4 years’ experience in a software development context with minimum 2 year in a support role
- Experience in supporting and maintaining applications on web and database platforms
- Solid working knowledge and building queries in SQL 2008+ 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.
- Strong knowledge of Network and HTTP concepts
- Strong Knowledge of Security and Pen Test Concepts
- Knowledge of Stress Test tools and methdologies
- 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
- Possibly to Travel for periods around 1 month or more