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.