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Job Description
- An Application Support Engineer is an IT professional who provides technical support regarding a spectrum of software used within a specific business sector.
Job Responsibility :
- Provide technical support to software users on a daily basis.
- Receive Calls/Tickets from the users who are experiencing technical issues with the software applications, troubleshoot the problems, identify the sources of issues and may offer the solution or escalate the issue to the stakeholder team ( development team, Infrastructure Team, and security team).
- Work closely with the stakeholder team to identify and resolve potential problems in the software products/services.
- Monitor running software services to guarantee high quality and availability levels.
- Respond to users' requests for information and advice about using any function or feature in the software products.
- Gain ongoing knowledge in the business domain of software products.
- Teach the users how to use a new upgrade of the software products.
- Participate in the installation and implementation phase of new software products
- Participate in training new clients.
- Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc job requirements.
- Conducting customer/user satisfaction call-backs/surveys as agreed
- Maintain good communication with all clients.
Job Requirements
- Very good knowledge of computer networks fundamentals
- Very good knowledge of distributed software systems
- Strong analytical, troubleshooting and problem-solving skills
- Knowledge of ITIL fundamentals is an advantage
- Strong email writing skills
