Support Engineer (Software Maintenance Environment)
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Job Summary: We are seeking a dynamic, energetic individual to join our Support Department in a software maintenance environment. You will work closely with three functional teams—Support (Level 1), Technical Support (Level 2), and Development (Level 3)—alongside the Support Manager during the Software Development Life Cycle (SDLC) Maintenance phase. Based on your capabilities and experience, you may be involved in both L1 and L2 daily tasks or focus specifically on one area. This role offers an excellent opportunity to develop skills across various support levels and contribute meaningfully to ongoing maintenance and troubleshooting efforts. Job Scope: Support Task: Fulfill tasks assigned by the Support Manager across L1, L2, and Development teams. Perform roles aligned with business requirements as directed by the Support Manager. Configuration Management & Documentation: Manage Configuration Items in Confluence/Knowledge Base portals. Create, update, and maintain documentation templates with L1, L2 engineers, and the Support Manager. Assist the Support Manager with Root Cause Analysis (RCA) and report preparation. Level 1 Engineer Task: Create, follow up, and close tickets. Develop solution documents for frequently asked questions (FAQs). Level 2 Engineer Task: Investigate technical issues, identify root causes, and document solution steps. Assist in managing technical escalations and provide guidance for resolutions. Other Responsiblities: Attend and document meeting minutes as needed. Provide general support to the Support Manager and department. Undertake any additional duties as assigned by your superior. Requirement: Education: Certificate/Diploma/Degree in Computer Science or a related field. Experience: Minimum 2 years in the software support or maintenance role. Technical Skills: Proficiency in SQL queries for troubleshooting and database analysis. Capability to troubleshoot transactional data issues effectively. Competent in Microsoft SQL Server Management Studio (scripting, replication, and backup). Competent with Microsoft Office Suite. Soft Skills: Strong verbal and written communication skills. Ability to categorize and prioritize tickets based on severity and impact. Excellent multitasking and time management skills in a dynamic environment
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