Software Support Engineer

3 days ago

Dhaka, Dhaka, Bangladesh Bdjobs Full time

BJIT Ltd.
is looking for
Software Support Engineer

Job Description / Responsibility

  • Conduct in-depth research to identify solutions for software, database, integration and application issues.
  • Take ownership of customer-reported issues, ensuring timely resolution within SLA guidelines.
  • Pose targeted questions to swiftly comprehend the root cause of problems.
  • Monitor and resolve application issues proactively.
  • Assist clients through troubleshooting steps via Call, Email, or Chat channels.
  • Escalate unresolved issues promptly to the relevant stakeholders for efficient resolution.
  • Offer prompt and accurate feedback to end user on issue resolutions.
  • Direct users to internal or external resources for precise technical solutions.
  • Ensure documentation of all reported issues.
  • Version control and CI/CD basics
  • Effectively prioritize and manage multiple open issues concurrently.
  • Document technical insights and maintain up-to-date manuals.
  • Manage the deployment of new software releases on test and production environments.
  • Cultivate positive relationships with clients and end-users.
  • Adapt to flexible shifts to cater to global time zone requirements.
  • Requirements:
  • Demonstrated work experience as a Technical Support Engineer for Enterprise applications, Integrations, and databases.
  • Proficiency in relational database management systems (RDBMS) and adeptness in SQL queries.
  • Experience in .NET or Java programming, and experience with Oracle or Microsoft SQL Server, is a strong plus.
  • Understanding of ITIL frameworks.
  • Strong analytical and critical thinking skills.
  • Excellent communication skills in English, proactive approach, and strong interpersonal skills.
  • Ability to diagnose and troubleshoot technical issues in software application, database and application integration.
  • Familiarity with ticketing systems like ServiceNow.
  • Experience in end-user support and thriving in deadline-driven environments.
  • Capability to follow defined processes and adapt to changes seamlessly.
  • Practical administration of Windows Server and Linux in production environments.
  • Desirable experience with SLA-based projects and knowledge of PDM/ERP/CAD systems

Educational Requirements

  • Bachelor of Science (BSc) in Computer Science & Engineering
  • Bachelor of Science (BSc) in Information Systems

Experience Requirements

  • At least 2 year(s)
  • The applicants should have experience in the following business area(s):
  • Training Institutes,Software Company,IT Enabled Service

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