Support Engineer

Support Engineer Job Summary : Support Engineer As a Support Engineer, you report to the Team Leader or Support Manager of the client Global Support Center, and will be responsible for support of all client solutions to client clients worldwide. The position requires the following attributes: • Very good understanding of the support process cycle • Strong team coordination and communication skills • Proactive approach to problem solving General duties
• Telephone and on-site support of software products • Diagnose software problems, localize problem sources, and identify bugs • Coordinate the analysis and reproduction of client issues, with the involvement of other groups as required. • Install and configure SmartVista products • Communicate with clients regarding the steps necessary to maintain and update software products • Assist in the documentation of SmartVista products and installation instructions • Assist in testing new releases and updates • Maintain the operational support environment • Maintain a good knowledge of client products (software and documentation). • Participate in building the knowledge base and Q&A for SmartVista products • Provide a professional support and assistance to clients to understand their issues and open incidents for resolution by the client support organization with all the relevant and required information • Monitor incident resolution progress and regularly interact with resolver groups for updates and resolution as per the defined product or client SLA • Review the client request history to assess risk and update internal teams as required • Take ownership of updating client client environments to be used in internal testing and verifications and check that this information is available on the relevant Confluence pages • Work pro-actively to take the cases from the inbox queue to ensure that it is manage as required by the SLA • Any other duties and/or responsibilities as may be assigned Requirements
• Fair knowledge of SQL/PLSQL • Fair knowledge of C language • Fair knowledge in Unix/Linux operation systems as a confident user • Self-motivated • Excellent people skills • Positive attitude • Understanding of J2EE (WebLogic) • Oracle database administration • Understanding of basic principles of e-payments and cards payments technologies • Testing Experience and qualification The following qualifications are required for the position: • Three or more years’ experience with software development or support • Solid experience in ORACLE database administration, SQL/PLSQL, Unix, and WebLogic • Solid experience with ISO8583 messaging or card transaction processing, e commerce, and mobile remittance • Experience in payment and card processing software • College degree preferred • Post-secondary credit hours in a technical related field such as ORACLE or Unix • Fluent in written and spoken English

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