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Application Support Engineer

Testing Geeks - Dokki, Giza

Application Support Engineer

Testing Geeks - Dokki, GizaPosted 17 days ago
40Applicants for2 open positions
  • 31Viewed
  • 0In Consideration
  • 16Not Selected

Job Details

Experience Needed:
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Job Description

  • Logging all relevant incident/service request details, allocating categorization and prioritization codes
  • Providing first-line investigation and diagnosis
  • Resolving those incidents/service requests they are able
  • Escalating incidents/service requests that they cannot resolve within agreed timescales
  • Following up till the closure of the incident with second and third line support
  • Keeping users informed of progress
  • Closing all resolved incidents, requests, and other calls
  • Conducting customer/user satisfaction call-backs/surveys as agreed
  • Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc
  • Managing ticket workload across several customers, escalating issues where appropriate and providing resolution to issues
  • Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
  • Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
  • Ensuring reviews are fully documented and actions are raised and fulfilled
  • Being involved in changes to the service operation tools, processes and working practices
  • Undertaking continuous improvement in the operation
  • Coordinating with Product Development and Implementation teams to support product updates
  • Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
  • Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer's data
  • Identifying opportunities that can improve the efficiency of the business and technical processes
  • Including all other duties as may arise from time to time and as may be assigned

 

Job Requirements

  • SQL knowledge
  • PHP laravel
  • Python
  • MySql
  • Javascript
  • VueJs
  • Typescript

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