Associate / Global Support Engineer [YOR390]

Associate / Global Support Engineer [YOR390]

15 Sep

15 Sep



- Take ownership of technical issues reported and see problems through to resolution.

- Actively identify incidents and manage the incident resolution process to provide service recovery.

- Diagnose, investigate, and identify solutions and/or alternatives to resolve customer issues.

- Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams.

- Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.

- Document knowledge in the form of knowledge base tech notes and articles.

- Liaison between cross functional team and customer.

- Build sustainable relationships and engage customers by taking the extra mile.

- Keep records of customer interactions, recording details of inquiries, comments, and complaints, as well as actions taken.

- Ensure KPIs are met consistently to achieve customer experience excellence.

- Ensure escalation and production support processes are followed.

- Plan and deploy E2open standard solutions to the Company s hosting infrastructure.


- Bachelor s degree in computer science /Information Technology or equivalent.

- Minimum 1-2 years hands-on experience in SQL, Linux and other programming languages.

- Fundamental understanding of IT service management and the ITIL business process.

- Understanding of development methodologies, version control and configuration management.

- Knowledge and experience with database technologies such as Oracle, SQL and JDBC.

- Experience with JBoss/Tomcat or other web servers preferred.

- Experience at a global software or consulting firm is an asset.

- Logical approach and excellent problem-solving skills.

- Excellent interpersonal and communication skills.

- Must be able to work well both in a team environment and independently under minimal supervision.

- Ability and willingness to learn new technologies, on own initiative.


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