Application Technical Support Engineer
Capiter -
Cairo, EgyptPosted 4 years ago111Applicants for1 open position
- 109Viewed
- 8In Consideration
- 95Not Selected
Job Details
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Job Description
- Diagnose, research, troubleshoot and identify solutions to software issues
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to software developers
- Provide prompt and accurate feedback to clients
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged - Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of articles and manuals
Job Requirements
- 2-3 years of experience in working with software applications including implementation, support, and user training.
- Familiarity with help desk software (eg. JIRA)
- Understanding of common support metrics, available tools, and typical industry standards for excellent support
- Strong troubleshooting skills.
- Solid SQL knowledge
- Practical experience in REST communications.
- Fluent in English
- Excellent problem-solving and communication skills - NoSQL knowledge is a Plus
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