Application Support Engineer

We are recruiting aApplication Support Engineer

• Able to use and support the services using MoEHE ticketing system (BMC remedy)
• Receive requests for technical support and service requests from the employees through the e-mail or the BMC system and provide 1st and 2nd level support over email and phone for Incidents and Services Requests related to Ministry's applications and OS incidents, etc.
• Analyze the problems and open incidents to provide permanent or temporary solution where possible.
• Conduct root cause analysis for the major or repeated incidents affecting the applications.
• Escalate tickets to technicians in the field and /or other departments and follow up with them until they are complete.
• Execute third party Respondents recommendations to solve the problem.
• Follow-up with the technical support technicians and ensure that they perform the tasks assigned to them and distribute work among them to ensure obstacle-free work and smooth load.
• Provide technical support activities for operating systems and applications.
• Provide remote technical support services when needed
• Troubleshoot, perform incident recovery, and fulfill urgent requests.
• Work with the various teams to follow up on any security events or issues and participate in consultations with other stakeholders when needed for tasks related to Business Analysis, SystemAnalysis, etc.

Remote Work :

No