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Field Software Service Engineer

Giesecke+Devrient

Dubai

On-site

AED 180,000 - 250,000

Full time

2 days ago
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Job summary

A leading technology group seeks a Customer Support Specialist in Dubai. The role involves implementing and troubleshooting software solutions while maintaining excellent relationships with customers. Candidates should have a Computer Science degree and a minimum of 4 years’ experience in customer support, ideally in banking or technology sectors.

Qualifications

  • 4+ years experience in a customer support role.
  • Experience in banking or warehousing industry is desirable.
  • Detail-oriented and able to lead and work in a team environment.

Responsibilities

  • Implement software packages at customer sites.
  • Troubleshoot and identify customer issues with the software.
  • Assist in preparing reports for customer communication.

Skills

Customer Support
Analytical Skills
Problem-Solving Skills
Communication Skills

Education

Computer Science or related degree

Tools

IBM WebSphere Application Server
Jboss EAP
IIS
MS SQL
Oracle

Job description

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Scope and Purpose:
  • Implement software packages at customer sites
  • Respond to and troubleshoot all customer software issues for G+D SWS products.
  • Ensure that all issues are resolved to the customer satisfaction within the contracted SLA times. Provide onsite assistance as required.
Technical Skills:
  • Installing, configuring and managing IBM WebSphere Application Server 8.5 (WAS), Jboss EAP 6, and IIS
  • Proficient with war, ear application deployment in Java EE Application Servers environment.
  • Deep understanding of JDBC and JMS connection management within WebSphere, Jboss
  • Experience with .NET application installation and deployment
  • Configuring and integrating applications with databases (MS SQL and Oracle), LDAP, Core Banking, and 3rd party applications
  • Understanding of networking and network standards/protocols, such as DHCP, DNS, SSL, TCP, UDP, FTP, SFTP, and IP.
  • Strong SQL and database (MS SQL 2012, Oracle 12C) administration (backup/restore) skills
Key Result Areas & Responsibilities:
  • Document all issues in G+D's issue tracking system
  • Setup and configure test environment to duplicate issues
  • Troubleshoot and identify customer issues with the software and escalate to R&D if code changes are needed.
  • Assist in preparing reports for customer communication
  • Establish and maintain excellent relationships with customers
  • Keep up-to-date with technical and product knowledge
  • Lead implementation activities at customer site
  • Provide training on software as required
  • Create documentation (Support/Training) as needed
Job Requirements:
  • Computer Science or related degree and 4+ years experience in a customer support role; prior experience in banking or warehousing industry is desirable.
  • Excellent verbal, written communication, and interpersonal skills.
  • Strong analytical and problem-solving skills, ability to multitask, and good organizational skills.
  • Detail-oriented, persistent, and able to lead and work in a team environment.
  • Maintain professionalism and sound judgment in dealing with sensitive information.
  • Flexibility to work long hours and handle high-pressure situations professionally.

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