Senior Support Specialist

Website Enoc

Job Description:

Delivers second line support to end users in the organization and responsible for solutions maintenance, modifications, performance, capacity, upgrades and administering applications and solutions. Responsible for assisting in the design, delivery, and improvement of applications and systems.

Job Responsibilities:

  • Analyses business needs and conceptualises solutions to meet and exceed customer expectations
  •  Identifies patches to be applied to resolve incidents and coordinates with Infrastructure, application support team and users to apply the patch
  •  To restore the normal service operation as quickly as possible
  •  To take ownership of assigned incidents and provide a resolution within the agreed service levels
  •  Should be able to effectively communicate (verbal or in written) with Customers, team members and Product vendors on the matters related to all functional or technical areas
  •  To maintain a high degree of customer service for all support queries and adhere to service management principles
  • Coordinate work tasks with Customer, team members, and Product Vendors to perform the tasks assigned efficiently in Timely manner
  •  Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.
  •  To provide 2nd level application support
  • Available 24×7 to respond for business or IT operation team calls and attend on site.
  • To update the customer via the service desk team on the progress of the call
  • Maintain a log of any software problems detected and inform the delivery team
  • Should be able to work independently as well as in team. Must possess good analytical and problem-solving skills. Should possess ability to explain technical matters in non-technical terms to customers
  •  To escalate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels.
  • Coordinates with Product principle to resolve reported incidents.
  •  Identifies and documents system deficiencies and recommends solutions
  •  Documents and maintain Knowledge database to share experience and knowledge with team members in order to enhance efficiency and reduce single person dependence
  • Support users in the use of business applications by providing necessary training and advice
  •  Identifies issues, tracks, reports and resolves them in a timely manner

Job Requirements:

  • 5+ of Information Technology experience
  •  Preferable professional certifications: Certification in products like MCSD etc
  •  2+ years of relevant working experience
  • Degree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalent

Job Details:

Company: Enoc

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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