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Job: Applications Support Specialist in Giza, Egypt

You will be responsible for providing remote technical support for clients who have critical response time requirements for their business systems. You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access, and escalate problems when appropriate.

  • Provide first level support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team.
  • Monitor (Zendesk) trouble management system to ensure all reported production issues are addressed according to published service level agreement.
  • Diagnose and resolve day-to-day live system issues in timely manner based on their severity.
  • Clear understanding of software development lifecycle methodologies and documentation standards
  • Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues
  • Coordinate, Review and respond to system audit alerts in a timely manner
  • Ability to write, modify, and execute SQL queries for SQL Server
  • Configuration of local machines to clone client’s production environment for troubleshooting reported issues
  • Effectively record and monitor progress of all issues raised, providing feedback to the business users as required
  • Liaise with other support/development teams to resolve cross system issues
  • Maintain application support documentation
  • Test configuration changes in a test environment prior to pushing into production
  • Design and support application reports
  • Maintain confidentiality with regard to the information being processed, stored or accessed
  • Provide evening and weekend support in response to needs of the applications being supported if necessary
  • Read and recognize the function of SQL queries to perform troubleshooting related to application changes and releases
  • Support customers via chat, phone, email or ticketing system.
  • Basic troubleshooting of Software/Application issues
  • Handle high level application usage or How-to questions
  • Ticket escalation to relevant teams
  • Follow up on customer requests
  • Provide high level of service to customers and adhere to company SLA policies for response and resolution times.
  • Identify and implement workarounds for customer incidents
  • Implement bug fixes and patches to both new and legacy parts of the platform
  • Proactively bring issues and problems to the attention of the team; generating, proposing and implementing innovative solutions to solve them

 

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