Skills And Tools:
Roles and Responsibilities:
- Diagnose, Research, troubleshoot and identify solutions to software issues
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk to clients through a series of actions, either via phone or email until they’ve solved a technical issue
- Properly escalate unresolved issues to software developers
- Provide prompt and accurate feedback to clients
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of articles and manuals
- Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.
- Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.
- Communicating with clients throughout the software customization process to obtain feedback and approval.
- Customizing software systems based on clients’ individual needs and specifications.
- Creating a specialized document for each client, detailing all customizations made.
- Installing customized software systems and all necessary components.
- Ensuring that the project team is aware of key deliverables and project milestones.
- Providing cost and time estimates to clients who require additional customizations to be done
- Bachelor of Computer Science preferably AUC, GUC or Arab Academy for Science & Technology or equivalent experience.
- 3-5 years of experience in deploying software applications including implementation, support and user training.
- Good Knowledge of SQL queries, Oracle, Microsoft SQL.
- Understanding of common support metrics, available tools, and typical industry standards for excellent support
- Strong troubleshooting and multi-tasking skills.
- Working continuously on a task until completion (or referral to third parties, if appropriate).
- Good knowledge of applications servers (WAS - Weblogic - TOMCAT).
- Web Service concept.
- Fluent in English, spoken and written.
- Websphere and SQL server administration basics.
- Very good presentation and interpersonal skills are required.
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