Senior Support Engineer

Job Purpose:

Overall Summary Of Role

Key Responsibilities

• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to engage with and seek input from others to ensure delivery to agreed SLA’s.
• Gather as much information as possible from the users/clients about the reported incident to help resolve an issue/incident.
• Escalate to immediate superiors for critical issue based on priority and complexity.
• Keep user/clients updated about incidents resolution plan.
• Providing technical support to teams within the organization, and to external clients when required.
• Monitoring the inflow of mails/tickets assigned to support and ensuring it is resolved based on the SLA.
• Ready to work 24/7, after normal working hours and even during the weekends when required as per the demand of the situation.
• Responsible for keeping Knowledge Base and FAQ’s up to date.
• Act as Backup for Team Leader and share is responsibilities
  

Qualifications

• 3+ years hands on application support experience.
• Good communication skills, Verbal and Written both, is a MUST.
• Technical competence and strong academic record.
  

Preferred Skills

• Familiarity with ITIL Foundations preferred, particularly Service Operations processes such as Incident Mgmt., Problem Mgmt. and Change Mgmt.
• Marine knowledge will be added as an advantage
• Understanding of software development cycle.
  

Technical Skills:

• IIS
• ERP tools
• Windows Server/Client/Network
• SQL