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Senior Professional Services Engineer

Integrated Technology Group
Cairo, Egypt
Posted 7 years ago
29Applicants for1 open position
  • 28Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Job Summary:

The PSE serves as an technical product expert in ITG’s portfolio of software products; Highly proficient in product use, product deployment and resolution of technical support issues; delivers onsite support / consulting services at customer locations and remote engagements; adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline; and proactively supports the success of ITG Software teams; works from written specifications and pre-established guidelines to perform the functions of the role. Provides subject matter, business-process expertise and technical leadership; leads client support tasks / projects to successful completion.

Essential Duties and Responsibilities:

  • Provide onsite and remote setup, installation, configuration and training of ITG Software products.
  • Act as a technical reference / subject matter expert in all areas of the product features and client business processes.
  • Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
  • As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the unique challenges customers face in optimizing the effectiveness of ITG Software products.
  • Make recommendations to enhance the likelihood of customer success, including: system configuration, workflows, remediation of defects, application usage, enhanced product features and improvements to implementation of ITG Software products.
  • Participate in and conduct demonstrations and events for customers evaluating ITG Software products.
  • Identify and resolve engagement issues, independently, to the greatest extent possible - only escalating issues as appropriate, starting within the Professional Services team.
  • Identify and report software defects to development teams via bug tracking system.
  • Coach and develop team members to increase the team’s bench strength and flexibility.
  • Participate in regular work process reviews with PSD team members to confirm use of best practices.
  • Translate complex business, functional and technical requirements into detailed work / development tasks; prepare Project Scope statements.
  • Participate in RFP response process by developing and compiling documentation.
  • Estimate the duration of product deployment and training tasks.
  • Create new and extend existing operational documentation and training materials based on industry best practices and established international standards; author detailed documentation for work processes.
  • Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product-line.
  • Prioritize and organize support tasks in order to contribute to meeting project and product deployment goals on-time and on-budget.
  • Understand and evaluate new technologies, develop skills in new technologies.
  • Provide ongoing technical support for assigned accounts; manage customer communication and expectations.
  • Complete special projects and assignments as assigned.

Job Requirements

Solid hands on experience in the following languages/tools/environments:

  • Excellent written and verbal communication skills (English / Arabic).
  • Excellent presentation skills.
  • Team-player that is positive, proactive and a motivated self-starter.
  • Knowledge and experience with build and release management.
  • Experience in quality assurance processes / tools.
  • Strong analytical and problem solving skills.
  • Excellent leadership, team building and relationship management skills.
  • Excellent time management skills.
  • Ability to follow and execute instructions with little or no managerial oversight.

Skills Desirable:

  • Experience in eLearning applications.
  • Experience in Enterprise Resource Planning (ERP) and Document Management (DMS) systems.

Qualifications and Experience:

  • Bachelor's degree in Computer Science or equivalent.
  • Minimum of 4 years IT Support experience.

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