Application Support Engineer

Fixed Misr (FEDIS)

Job Responsibilities

• Diagnose, Research, troubleshoot and identify solutions to software issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk to clients through a series of actions, either via phone or email until they ve solved a technical issue.
• Properly escalate unresolved issues to software developers.
• Provide prompt and accurate feedback to clients.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of articles and manuals.
• Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.
• Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.
• Communicating with clients throughout the software customization process to obtain feedback and approval.
• Customizing software systems based on clients individual needs and specifications.
• Creating a specialized document for each client, detailing all customizations made.
• Installing customized software systems and all necessary components.
• Ensuring that the project team is aware of key deliverables and project milestones.
• Providing cost and time estimates to clients who require additional customizations to be done.

Job Requirements

• Good Knowledge of SQL queries.
• Understanding of common support metrics, available tools, and typical industry standards for excellent support.
• Strong troubleshooting and multi-tasking skills.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Good knowledge of applications servers (apache, Nginx).
• Web Service concept.
• Very good presentation and interpersonal skills are required.