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Software Application Support Eng...

Softec Technologies
Maadi, Cairo

Software Application Support Engineer

Maadi, CairoPosted 2 months ago
267Applicants for1 open position
  • 28Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

Experience Needed:
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Job Description

SLA Management and Technical Support:

  • Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s. 
  • Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues. 
  • To provide staff and clients with server support and general maintenance. 
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Compliance for following standard internal process and tools.

KPIs (Key Performance Indicators)

1- SLA Targets Compliance.

2- Customer Survey evaluation.

3- Internal Process Compliance.

Communication and Reporting

  • To provide external client support via telephone, email and site visits when needed. 
  • Provide prompt and accurate feedback to customers. 
  • Efficiently communicate and report issues to Account Manager / Project Manager and technical team. 
  • Generating open tickets status report. 
  • Ensure proper recording and closure of all customer reported issues. 
  • Provide Product Knowledge, Guidance and Support when needed.

KPIs (Key Performance Indicators)

1- First call response / resolution time.

2- Ticketing status reporting on time, with proper visibility levels.

3- Proper escalation of blocking issues.

Job Requirements

Soft Skills

  • Good work ethics.
  • Good English language.
  • Good customer handling skills.
  • Strong problem solving.
  • Strong analytical skills.
  • Team player with excellent team spirit.
     

General Technical Skills

  • Possessing specialist knowledge of operating systems, devices, applications, and software.
  • Providing technical support to clients, and to teams within the organization when required.
  • Assisting with systems integrations.
  • Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
  • Maintaining and updating technical documents and procedures.
  • Identifying and resolving technical issues.
  • Managing coordination at a local and international level where required.
  • Firm Grasp of Structured Query Language (SQL).
  • Up-to-date knowledge of scripting, coding and application software.
  • Working Knowledge of IT Hardware and Software.
  • Ability to learn and master employer-specific software.
  • Complex problem solving.
  • Good Knowledge of using Performance Monitor to view general Performance data or to
  • Monitoring our system performance metrics.
  • Establishing the root causes of application errors and communicate application vendor for 2nd line support.
  • Ability to diagnose & address application issues and resolve basic technical issues.
  • Microsoft Windows O.S s experience and Good experience of Windows server trouble shooting.
  • Good Working experience of Microsoft Windows firewall and its configuration.
  • Good knowledge of the basic configuration of trended Antiviruses applications.
  • Microsoft SQL Server knowledge (relationships, tables, fields, queries, etc...).
  • Good Knowledge of using Performance Monitor to view performance data.
  • In depth understanding of Softec portfolio of products and services including different HW 
    equipment’s used by customers. 
  • Good Working experience of IIS, Domain, Active Directory, DNS, DHCP, Win-Services, Exchange and File Servers.
  • Good knowledge of basic network configuration, network security concepts, network troubleshoot (ping, telnet, tracer, etc...).
  • Linux knowledge is an advantage.
  • Willing to work off-hours and weekends when required for projects or emergency support.

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