Technical Support Engineer (US)

 Published Date: November 12, 2021
Job Title:Technical Support Engineer (US)
Experience:1 to 3
Education:Bachelor’s Degree
Location:Egypt, Cairo
Category:Customer Service/Support, IT/Software Development, Engineering – Telecom/Technology
Description:
  • Managing ticket workload across a number of customers, escalating issues where appropriate and providing resolution to issues
  • Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
  • Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
  • Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams
  • Ensuring reviews are fully documented and actions are raised and fulfilled
  • Being involved in changes to the service operation tools, processes and working practices
  • Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalogue
  • Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk
  • Undertaking continuous improvement in the operation
  • Coordinating with Product Development and Implementation teams to support product updates
  • Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
  • Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer’s data
  • Identifying opportunities that can improve the efficiency of business and technical processes
  • Including all other duties as may arise from time to time and as may be assigned.
Qualifications:
  • Computer science / MIS /BIS / Computer Engineering graduate.
  • 1:3 years of experience in Technical / Application Support role.
  • English Fluency is a Must.
  • Excellent communication Skills.
  • Hands-on experience in Microsoft SQL Databases and windows troubleshooting.
  • Flexibility with working in the US Time zone.
Contact:
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Posted in Customer Service/Support Engineering - Telecom/Technology IT/Software Development