Application Support Engineer

• Company: Seclore Technology Pvt Ltd
• Job Title: Application Support Engineer
• Employment Type: Full time
• Location: Riyadh, Saudi Arabia
• Experience: 3 to 8 years
• Industry: IT
• Product: Software

Job Description

• Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
• Handles real-time voice-calls with technical queries and adheres to the SLAs
• Handles email queries and responds in a timely-manner
• Achieves understanding of Seclore products and gains expertise
• Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
• Attempts to provide resolutions on the first interaction with customers
• Handles multiple cases at the same time with varying degrees of severity
• Effectively communicates procedural and technical issues to internal and external customers/stakeholders
• Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
• Assesses the need to engage or escalate to the required resources to handle complex issues/situations
• Engages with internal teams to prioritize customer requests
• Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
• Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
• Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
• Works towards becoming an SME on a product area and go-to guy for an underlying related technology
• Works in a team with assorted expertise
• Mentors and assist new technical support engineer and peers to develop skills
• Multitasks and works well in a fast-paced environment

Qualifications

• Hands-on experience across the following core technologies
  • Operating systems – Windows Server/Windows Client / Linux
  • Expert Level understanding of Windows / Linux Server Concepts
  • Hands-on experience in troubleshooting Windows / Linux OS and application-related issues
  • Infrastructure technologies – AD, DNS, DHCP, IIS
  • Good working knowledge of MS Office suite
  • Strong foundation of Networking Principles
• Working knowledge of
  • Relational DB principles and methodologies – MS-SQL, Oracle
  • Virtualization Technologies – Vmware / Hyper-V
  • Antivirus Softwares
  • Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark
• Good to have knowledge of
  • Operating system – Linux, MAC OS Windows Exchange
  • Apache Tomcat and Apache Web Server
  • Knowledge of computer security procedures and protocol
  • Remote Deployment Tools like LANDesk, SCCM and other IT landscape

Experience

• 3 to 8 years’ experience in a Technical Support role, preferably application support
• Saudi Nationals Preferred or should have Transferable IQAMA
• Managed Customers from Middle East.
• Handled customers on the phone
• Current job includes exposure to CRM tool
• Exposure to severity-based models would be preferable
• Exposure to Enterprise/Corporate customers preferable
• Required: bachelor’s degree or Diploma in Computer Science
• Preferred: Industry Certifications like MCSE, MCP, RHEL Certifications, CCNA

Abilities Required

• Strong customer-focus and problem-solving attitude
• Ability to communicate technical information to non-technical personnel.
• Keen sense of ownership of technical issues of Seclore’s enterprise customers
• Be a team player with ability to stretch (timewise) when required
• Willing to work in high-pressure environment