Implementation & Technical Support Engineer
eVision -
New Cairo, CairoPosted 3 years ago188Applicants for1 open position
- 16Viewed
- 0In Consideration
- 17Not Selected
Job Details
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Job Description
- 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 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
- A Bachelor’s or Master’s degree in Computer Science, Information Systems, or the equivalent combination of education.
- A technical, logical thought process
- An ability to stick to strict deadlines
- An ability to prioritize and delegate
- A keen eye for detail
- 0-2 years of relevant experience in a customer-focused position involving technical knowledge of a company s products and services
- Minimum one-year banking experience.
- Familiarity with help desk software (eg. JIRA)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Fluent English (Conversation. read/write)
- Bachelor's degree in Computer Science, Engineering, Computer Information Science, Information Technology, or a related field.
- Proven experience working as an Implementation Specialist.
- The ability to work independently and as part of a team.
