Software Support Engineer
Detail posisi
Kewajiban
• 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.
• Collaborate with HQ or RHQ to find the resolution for production issues.
• Working with Technical Support team to deliver Hotfixes, Patch, Firmware to customers.
Kualifikasi
• Diploma or bachelor’s degree in computer science, computer engineering or equivalent.
• A minimum of 2 to 4 years professional qualified experiences in a medium or large private or corporate practice.
• Able to go to customer site and travel oversea with short notice.
• 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.
• Proficient in both spoken and written English.
• Fast learner.
• Good relationship.
• Experience in bank, financial or ATM industries would be benefits.