Support Engineer
4 days ago
Support Engineer
As a support engineer, you will be part of a team of support engineers that works exclusively for the EARTech department, supporting its solutions and projects. This position offers a unique opportunity to transform the transport and logistics industry by spearheading a push for automation and mechatronic systems, allowing you to apply your cutting-edge knowledge and passion for technology to support robust engineering solutions.
Responsibilities
System integration
- Assist customer IT development team and/or their appointed external vendor(s) on the local application systems impact analysis, system change requirements, testing & implementation
- Support customer IT development team and/or their appointed external vendor(s) in understanding the local applications integration requirement and perform system integration testing (SIT) jointly with local IT teams of the Terminal
- Install, setup & configure all applications with the support of the Software Delivery Team
- Design and implement agreed system cut over approach together with Customer
Application support
- Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements
- Define, implement, execute, and monitor 1st and 2nd level application support processes to best support business needs
- Register and troubleshoot all reported incidents and service requests
- Monitor the ticketing system for reported incidents, service requests, and escalations from Customers’ level 1 support
- Provide UAT, Operations Trial, and go-live support on-site or off-site
- Provide assessment on incident severity to differentiate critical from non-critical issues
- Work effectively and productively with 3rd line support to resolve issues
- Provide timely and appropriate internal escalations to Support Team Lead and/or Account Manager for blocking incidents
Experience
2-4 Years in application and technical support
Experience on MS SQL, Java, SQL
Familiar with web-based (Java) applications
Strong working experience with SQL scripting with the ability to craft and execute complex SQLs
Wide knowledge of computer environments, including server, desktop, handhelds & vehicle-mounted terminal
Experience in application deployments (server and client-side)
Strong familiarity with Help Desk and service management tools
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