• Handling Level 2 support of software applications
• Providing operational assistance for the client
• Interface with user to provide assistance on operational requests
• Respond to user inquiries regarding software issues
• Troubleshooting issues
• Work with Development and Infrastructure teams to resolve issues
• Ensure issues are resolved within the defined SLA
• Follow up with user to ensure issue has been resolved
• Identify and escalate situations requiring urgent attention
• Monitoring of application usage
• Inform management of recurring problems
• Stay current with software features, changes and updates
• Generate ad-hoc reports based on user's request
• Providing software manual booklet
• Training new user and the new feature of system to all users
• Develop training materials and produce and train users according to software changes
• Providing test case and test data
• Test software new feature in testing environment according to its test case and test data
• Data conversion and control user's massive data to convert to production environment
• Document support project's activities & events.
Requirements
• Bachelor’s Degree in Software Engineer, Information Technology
• Communicative and Problem Solver
• Good knowledge of Data base Query languages (SQL on Microsoft SQL Server 2008 /2012)
• Familiarity with Sales & Finance systems is advantageous
• Ability to work with deadlines, under pressure and the willingness to put in extra hours when needed
• Effective written and verbal communication and presentation skills
• Knowledge of the software development process