Position

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