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. 

 $$ HR Team Dubai $$ careers-dxb@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=27951&career_ns=job_application