About the Job
The Support & Maintenance Engineer will provide solution support and maintenance services in Riyadh, KSA. This role involves handling operations, support, and maintenance of various components in the issuance solution, addressing customer issues, and ensuring timely responses and closures of incidents in line with SLA commitments.
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Roles & Responsibilities:
- Handle the Operation, Support and Maintenance of the various components in the issuance solution.
- Work with the customer support and operations teams to resolve tickets and issues reported by the customer.
- Respond to incidents promptly and close tickets within SLA times for response and resolution.
- Collect and report data to management and customers periodically and on demand.
- Perform system health checks and update the status to the team and customer as required.
- Validate and deploy new software releases.
- Monitor the system proactively to anticipate potential issues and propose solutions.
- Carry out preventive maintenance on the system.
- Execute tasks assigned by the support manager or team leader.
- Obtain support manager's approval before disclosing any information or making agreements on issues with clients, given the sensitivity of this support role.
- Ensure all support incidents and their resolutions are documented in the local support portal.
Work Experience Requirements:
- Minimum 1 year of experience required.
Qualification, Certification, and Educational Requirements:
- Degree in Computer Science/Engineering or a related field.
Preferred Skills:
- Fluent in English (written and oral).
- Native Arabic speaker.
- Excellent communication skills.
- Experience in software development using enterprise technologies (J2EE, .NET, Web services).
- Proficient in SQL development.
- Knowledge of application servers.
- IT capabilities and knowledge (Windows, Linux).
- Basic scripting knowledge (DOS, PowerShell, Bash).
Nice to Have:
- Knowledge of Smart Card technology, personalization, and cryptography concepts.
- Basic knowledge of computer networks.
- Understanding of IT Service Management concepts.
