Software Support Expert

Job Description

• Engage with users to identify their issues with software.
• Communicate with suppliers to escalate software issues and follow up to solve the issues.
• Schedule and run maintenance jobs on the systems.
• Schedule and plan for version upgrades and do the required tests.
• Ensure software backup policies are in place and run based on the schedule.
• Prepare required documents for user training and software technical documents.
• Manage the issues raised in the ticketing system and ensure the response time is according to the SLA.
• Interact with other IT team members to share common issues and knowledge sharing.
• Analyze and prepare reporting requirements of users.

Technical Requirements:

• Bachelor’s or Master’s degree in IT, or Software Engineering.
• 2 to 4 years of related experience.
• Good knowledge of SQL Server and database structure.
• Good knowledge of system integration concepts, web services, and APIs.
• Experience in Rahkaran, SharePoint, and BPMS solutions would be an advantage.
• Experience in system implementation or support is preferred.
• Familiarity with web systems, IIS, HTTP protocols, and their debugging.
• Good knowledge of report analysis and using queries to extract reports.
• Good knowledge of Excel and writing formulas.
• A positive attitude and good team player.
• Good English communication skills.

General Requirements and Skills:

• Teamwork spirit.
• Problem-solving and flexibility.
• Thinking out of the box.
• High communication skills.
• Strong focus on detail.