Senior Application Support Engineer

2 weeks ago

Riyadh, Saudi Arabia Giza Systems EG Full time

With mínimal supervision, integrate technical knowledge and business understanding to create superior solutions for GIZA SYSTEMS and for customers.
- Works on problems/projects of moderately complex scope.
- Evaluates unique circumstances and makes recommendations.
- Exercises independent judgment within defined practices and procedures to determine appropriate action.
- Participate in customer and internal projects, including transformation.
Contribute to projects from own responsibility area.
- Mentor less-experienced team members on specific areas within their technical authority.
- Resolve most technical incidents independently within technical area.
- Work with team members to resolve more complex or cross-technology incidents.
- Documents known errors and workarounds.
- Identify potential escalations and alert management proactively.
- Manage basic escalations with customer.
- Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs within area(s) of technical responsibility.
- Understand and escalate scope changes per change control process.
- Ensure Configuration Management Database (CMDB) entries are complete and accurate
- Provide continual improvement recommendations/direction setting and advice within work team.
- Balance internal needs against customer requirements and/or internal businesses/end user’s needs within defined parameters.
- Work as part of a team, which may be virtual, global, and/or multi-functional.
- Seen as a resource to the team and may mentor less experienced team members within their area of technical responsibility.
- Acts as an informed team member providing analysis of information and limited project direction input.
- Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility.
- Analyzes service performance data involving response time, throughput, and utilization across all customers for standard services to detect trends and to generate forecasts of capacity growth.
- Responsible for executing recovery actions
- Begin to proactively provide solutions to prevent problems from occurring in area of responsibility.

**Personal Skills**:

- Good communications skills
- Bachelor’s degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
- May hold entry-level or intermediate-level certification(s) in work field
- Typically 2-5 years of relevant experience

**Technical Skills**:

- ITIL Foundation Certified
- Develop General understanding of related technologies
- Customer Service
- Develop Customer/Vendor Management skills
- Develop Business Analysis
- Develop General Financial Management

**Education**:
MS / BS degree in Computer Science, Engineering

**Job Details**:
Job Location

Riyadh, Saudi Arabia

Company Industry

IT Services

Company Type

Employer (Private Sector)

Job Role

Engineering

Job Division

EBS
Technical

Career Level

Mid Career

Years of Experience

Min: 2 Max: 5

Degree

Bachelor's degree

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