Software Support Engineer

Monitors, administrates and troubleshoots systems and business applications.

Performs the roll-out and deployment of new system features and updates.

Communicate with users through a series of actions to help resolve issues or how to effectively

use the system.

Diagnose and troubleshoot technical issues through analyzing logs, applications, networks,

operating systems...etc.

Providing remote and face-to-face technical support to system users.

Escalate technical issues to L3 technical support and follows up on their resolution and

deployment.

Providing an effective interface between users and L3 technical support, supplying all necessary

diagnostic information according to procedures till issues are resolved.

Maintaining accurate records of all issues with resolution and contact details.

Applies software security and upgrades to operational systems and applications.

Performs regular backups and disaster precautions.

Make continual improvements to procedures and documentation.

Automate repetitive tasks via scripting