Software Support Engineer
Detail posisi
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.
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.
Kualifikasi
• 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.