Software Application Support Engineer

Job Description

SLA Management and Technical Support

• Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
• Research, diagnose, troubleshoot and identify solutions to resolve customer-reported issues.
• To provide staff and clients with server support and general maintenance.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Compliance for following standard internal processes and tools.

KPIs (Key Performance Indicators)

• SLA Targets Compliance.
• Customer Survey evaluation.
• Internal Process Compliance.

Communication and Reporting

• To provide external client support via telephone, email and site visits when needed.
• Provide prompt and accurate feedback to customers.
• Efficiently communicate and report issues to Account Manager / Project Manager and technical team.
• Generating open tickets status report.
• Ensure proper recording and closure of all customer-reported issues.
• Provide Softec Product Knowledge, Guidance and Support when needed.

KPIs (Key Performance Indicators)

• First call response/resolution time.
• Ticketing status reporting on time, with proper visibility levels.
• Proper escalation of blocking issues.

Job Requirements

Soft Skills

• Good work ethics
• Good English language
• Good customer handling skills
• Strong problem solving
• Strong analytical skills
• Team player with excellent team spirit

General Technical Skills

• Experience in Microsoft Active Directory, DNS, DHCP, Exchange and File Servers.
• Good Working experience in Windows server troubleshooting.
• Good knowledge of SQL Server and MSSQL Databases.
• Basic Scripting and Programming Experience.
• Good Working experience of IIS - Internet Information Service.
• Good knowledge of networking concepts.