Software Support Engineer
About this position
Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.
Responsibilities
• Interacts with account engineer, partner, customer, when the customer’s issue cannot be resolved directly by first level Support.
• Provides technical assistance and support to customers if issues are encountered.
• Analyzes issues as described by the customer through testing determines the best course of action to resolve.
• Builds and tests the solution, deploys it to the client’s environments, and validates the resolution.
• Build software deliverables e.g., packages, master images and deliver them to customers.
• Provides status updates to clients on a regular basis.
• Includes all appropriate departments to facilitate a successful resolution to any client issue.
Requirements
• Bachelor’s degree or above in computer science, computer engineering or equivalent.
• A minimum of 2-4 years professional qualified experiences in a medium or large private or corporate practice.
• Self-motivated, responsible, able to work independently but enjoy team working environment.
• Strong technical, analytical and problem-solving skills including troubleshooting and root cause analysis.
• Able to meet tight deadlines with good time management skills.
• Ability to manage your time and tasks to make sure incidents can be resolved within SLA.
• Ability to keep calm under pressure and to deal with competing priorities.
• Excellent written and verbal communication is required to communicate with internal and external customers.
• Excellent positive customer service skills.
• Able to go to customer site with short notice.
• Experience in bank, financial or ATM industries would be benefits.
• Proficient in both spoken and written English.
• Fast learner.
• Good relationship.