Technical Support Engineer Jobs in Flairstech September 2019

About the Job
  • You will be responsible for providing remote technical support for clients who have critical response time requirements for their business systems. You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access, and escalate problems when appropriate.
  • Provide first level support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team.
  • Monitor (Zendesk) trouble management system to ensure all reported production issues are addressed according to published service level agreement.
  • Diagnose and resolve day-to-day live system issues in timely manner based on their severity.
  • Clear understanding of software development life-cycle . methodologies and documentation standards
  • Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues
  • Coordinate, Review and respond to system audit alerts in a timely manner
  • Ability to write, modify, and execute SQL queries for SQL Server
  • Configuration of local machines to clone client’s production environment for troubleshooting reported issues
  • Effectively record and monitor progress of all issues raised, providing feedback to the business users as required
  • Liaise with other support/development teams to resolve cross system issues
  • Maintain application support documentation
  • Test configuration changes in a test environment prior to pushing into production
  • Design and support application reports
  • Maintain confidentiality with regard to the information being processed, stored or accessed
  • Provide evening and weekend support in response to needs of the applications being supported if necessary
  • Read and recognize the function of SQL queries to perform troubleshooting related to application changes and releases
  • Support customers via chat, phone, email or ticketing system.
  • Basic troubleshooting of Software/Application issues
  • Handle high level application usage or How-to questions
  • Ticket escalation to relevant teams
  • Follow up on customer requests
  • Provide high level of service to customers and adhere to company SLA policies for response and resolution times.
  • Identify and implement workarounds for customer incidents
  • Implement bug fixes and patches to both new and legacy parts of the platform
  • Proactively bring issues and problems to the attention of the team; generating, proposing and implementing innovative solutions to solve them
Job Requirements
  • Fluent English is a MUST
  • University degree in Software/Computer Engineering, Computer Sciences, or related field or previous experience in technical support role.
  • 3 years of experience in a software development context with minimum 1 year in a support role
  • Experience in supporting and maintaining applications on web and database platforms
  • Server Environment experience
  • MS SQL knowledge .
  • Linux knowledge.
  • DNS knowledge
  • Cloud Software troubleshooting
  • Ability to read and understand job-related materials such as instructions, specifications, references and manuals
  • Ability to work with demanding users in a fast paced environment
  • Strong critical thinking and analysis, meeting facilitation, verbal and written communications, and interpersonal skills
  • Flexibility to align work hours with business processes and after hours system.

Personal skills:

  • Customer Orientation
  • Strong Interpersonal skills
  • Strong Communication skills
  • Patient and understanding
  • Investigation, problem solving & diagnostic skills
  • Listening and Responding
  • Flexibility
  • Pro-Active
  • Efficient
  • Accountable
  • Responsive

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