Software Support Engineer

Engineering  Dubai, United Arab Emirates

Looking for a Software Support Engineer, who will be responsible for implementation of software packages at customer sites.

Scope and Purpose:

  • Implement software packages at customer sites
  • Respond to and troubleshoot all customer software issues for all G+D SWS products.
  • Ensure that all issues are resolved to the customer satisfaction within the contracted SLA times. Provide onsite assistance as required. 

Key Result Areas & Responsibilities:

  • Must be willing to work in a 24x7 environment. Must be willing to travel on-site and for extended periods if required.
  • Document all issues in G+D’s issue tracking system
  • Setup and configuration of test environment in order to duplicate issues
  • Responsible to troubleshoot and identify customer issues with the software and escalate to the R&D team if code changes are required.
  • 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
  • Lead Implementation activities at customer site
  • Provide training on software as required
  • Create documentation (Support/Training) as required

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 – NT/XP/Windows 7, SERVER2012, CITRIX) database systems (MS SQL 2012, Oracle) 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.
  • The ability to make recommendations for continuous quality improvements in all areas of accountability.
  • Flexibility to work long hours as necessary and able to handle high pressure in a professional manner

Apply To: careers-dxb@gi-de.com