System Application Engineer

**Location : Riyadh Airport, Saudi Arabia**:
Reports to: ADB Safegate MEA Region Operations Director

**About the Role**:

- Confirm with customer L1 support team that network issues or any 3rd party system issues have been investigated and ruled out as contributory factors to the reported issue.
- If the issues cannot be addressed by the customer L1 service team, then having first performed local detailed analysis of the issues, work with our remotely based 24/7 service centre team and specialist product support teams to produce, and or implement temporary workarounds, for incidents and maintain these in a local knowledgebase / service tool, as appropriate, until the permanent fix is supplied.
- Keep users and other stakeholders informed of status and progress of reported matters.
- invoke technical or management escalation procedures as required.
- acting as ADB Safegate’s local technical liaison with the customer owned elements of the release and change control, change management and configuration control processes for the deployed system.
- Act as ADB Safegate’s local technical liaison with appropriate customer IT departments when they carry out any security patches, firmware updates, anti-virus and anti-malware protection updates on any aspect of the system infrastructure, operating systems, servers, network devises, user workstations, display screen and display device controllers, etc. (which are all owned and managed by the customer), in accordance with customer’s defined change management processes.
- Undertake the configuration addition or amendment of FIDS pages or resource layouts; for example, addition of a new check-in desk or gate FIDS page, working in tight co-ordination with the specialist product support teams at all times.

**Qualifications and Prior Experience**:

- Experience of our AODB, FIDS, RMS system in use at Riyadh airport is very advantageous.
- Excellent analytical, diagnostic and problem-solving skills with an attention to detail is essential.
- An open, inquisitive nature, always keen to engage with people to ask questions and actively listen, and curious about learning new skills are the key behavioural characteristics needed to succeed in the role.
- At least 3 years of experience in a software support or technical liaison role in preferred.
- Fluency in English language - speaking, reading and writing is essential, ability to also converse in Arabic is an additional nice to have benefit.

**Behaviours**:

- **Customer-Focused**: A successful software support analyst should have a customer-focused mindset and the ability to empathize with end-users who are experiencing technical issues. They should have strong communication skills and be able to explain technical concepts in a clear and concise way to non-technical users.
- **Analytical**: Software support analysts must be able to analyse and diagnose technical problems to determine the root cause of the issue. They should be detail-oriented and able to identify patterns, trends, and common themes among user issues.
- **Problem Solver**: Successful software support analysts must be able to think on their feet and be effective problem solvers. They should be able to identify solutions to technical issues quickly and effectively while maintaining a positive attitude towards the end-users.
- **Patience**: Software support analysts must possess the patience and resilience needed to work with users who may be frustrated or upset due to technical issues. They should always maintain a calm and professional demeanour and be committed to finding a resolution to the issue.
- **Continuous Learning**: Software support analysts must be curious and willing to learn about new products, technologies, and tools. They should be self-motivated and take ownership of their professional development while actively seeking out ways to improve and sharpen their skills.
- **Adaptability**: The software support analyst role can be dynamic and fast-paced. A successful support analyst must be able to adapt quickly to changes in user needs, new products and software features, and shifting priorities while ensuring the user's requirements are always met.
- **Collaboration**: Software support analysts must have excellent teamwork skills and the ability to work collaboratively with other teams such as technical support, customer success, and development teams. They should be able to communicate effectively across departments and be committed to building positive working relationships with internal stakeholders.