Technical Support / Application Support Engineer
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
Requirements
Bachelor of Computer Science preferably AUC, GUC or Arab Academy for Science & Technology or equivalent experience.
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.