SW Care Center Support Engineer

Scope and Purpose:

- First Line Support: receives inbound requests through phone or email. Recording of all incidents, categorizes, prioritizes, tracks, and routes incidents reported by customer’s specialized personnel. If possible implements basic, documented break-fix tasks for the non-complex issues, escalates unresolved incidents to a L2 group by following documented escalation procedure.

- Gather as much information as possible from the end user and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem(s):

Physical layer issues

- Verification of proper hardware and software set up

- Installation, reinstallation and uninstallation issues

- Assistance with application functionalities and business workflows.

- The goal to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a next level.

Key Result Areas & Responsibilities:

- First Level Support for the customers via phone, e-mail and remote access, real-time First Level

- Support analysis of customer requests and registered problems.

- Real-time response to questions and solution of problems with limited complexity.

- For more complex problems for transfer to In-house Second Level Support.

- Regular customer communication regarding the status of their requests and progress of their solutions.

- Continuous documentation of customer communication and procedures, in issue ticketing system.

- Regular monitoring of the whole ticketing process and escalation to management.

- Document all issues in G+D’s issue tracking system.

- Setup and configuration of test environment in order to duplicate issues.

- Assist in the preparation of reports for customer communication.

- Establish and maintain excellent working relationship with all customers at all times.

- Keep up-to-date with technical and G+D product knowledge.

- Create documentation (Support/Training) as required.

- Flexibility to work long hours as necessary and able to handle high pressure in a professional manner. Must be willing to work in a 24x7 environment.

Job Requirements:

- Computer Science or related degree and 4+ years’ experience in a customer support role and prior experience in banking or warehousing industry is desirable.

- Excellent verbal, written communication and interpersonal skill are a must.

- Strong analytical, problem-solving skills, ability for multitasking and good organizational skills.

- Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment.

- Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information.

- Generates enthusiasm and support of company objectives and is trustworthy and credible.

- Experience with setting up database servers, application servers and reporting servers

- Demonstrated skills in operating systems (MS platform – Windows 11, SERVER 2015) database systems (MS SQL 2022, Oracle 19C) and application systems (IBM Websphere, JBoss).

- Working knowledge of used programming languages (e.g. Java, .NET, C#) is desirable and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment.

- Need to utilize sound judgment in dealing with business information.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

$$ HR Team Dubai $$ [email protected] $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=27951&career_ns=job_application