Implementation & Technical Support Engineer

Job Title:	Implementation & Technical Support Engineer
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	IT/Software Development, Engineering – Telecom/Technology
Description:	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 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
Qualifications:	A Bachelor’s or Master’s degree in Computer Science, Information Systems, or the equivalent combination of education. A technical, logical thought process An ability to stick to strict deadlines An ability to prioritize and delegate A keen eye for detail 0-2 years of relevant experience in a customer-focused position involving technical knowledge of a company s products and services Minimum one-year banking experience. Familiarity with help desk software (eg. JIRA) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal Fluent English (Conversation. read/write) Bachelor’s degree in Computer Science, Engineering, Computer Information Science, Information Technology, or a related field. Proven experience working as an Implementation Specialist. The ability to work independently and as part of a team.
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