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Senior Software Technical Support Engineer

eVision
New Cairo, Cairo
Posted 2 months ago
62Applicants for1 open position
  • 2Viewed
  • 0In Consideration
  • 1Not Selected
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Job Details

Experience Needed:
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Job Description

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

Job Requirements

  • 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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