Field Software Service Engineer - Implementation and Application Support - Angola

Giesecke+Devrient; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated support engineer to implement software solutions and provide exceptional customer service. In this role, you will be responsible for troubleshooting software issues, ensuring customer satisfaction, and maintaining strong relationships with clients. The ideal candidate will have a solid background in software installation and configuration, particularly with Java EE and .NET applications, and possess excellent communication skills. This position offers an exciting opportunity to work in a dynamic environment where your contributions will directly impact customer success and satisfaction.

Qualifications

• 4+ years in customer support, preferably in banking or warehousing.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Implement software packages at customer sites and troubleshoot issues.
• Maintain excellent relationships with customers and document all issues.

Skills

IBM WebSphere Application Server 8.5

Jboss EAP 6

IIS

Java EE Application Servers

JDBC

JMS

.NET

MS SQL

Oracle

Networking protocols

Education

Computer Science or related degree

Tools

G+D issue tracking system

Job description

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 administering/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 database (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 (back-up/restore) skills

Key Result Areas & Responsibilities:

• Document all issues in G+D’s issue tracking system

• Setup and configuration of test environment in order to duplicate issues

• Responsible to troubleshoot and identify customer issues with the software and escalate to the R&D team if code changes are required.

• Assist in the preparation of reports for customer communication

• Establish and maintain excellent working relationship with all customers at all times

• Keep up-to-date with technical and G+D product knowledge

• Lead Implementation activities at customer site

• Provide training on software as required

• Create documentation (Support/Training) as required

Job Requirements:

• Computer Science or related degree and 4+ years’ experience in a customer support role and prior experience in banking or warehousing industry is desirable.

• Excellent verbal, written communication and interpersonal skills are a must.

• Strong analytical, problem-solving skills, ability for multitasking and good organizational skills.

• Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment.

• Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information.

• Flexibility to work long hours as necessary and able to handle high pressure in a professional manner.