Software Support Employee

FIS is a leading IT and Business solutions firm based in Ramallah that provides a blend of technology solutions for the local market for over the last 25 years.

FIS is currently looking for like-minded Software Support Employees who share our enthusiasm and want to be part of an innovative, fast-paced environment.

Job Responsibilities

• Handle escalated client requests through tickets, calls and emails.
• Analyze break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer needs.
• Coordinate with software developers and product owners in case of complex client issues that can be on the software configuration level, application, database, or code itself.
• Analyze logs and create DEBUG statements to determine application flow and failure points.
• Identify product defects, and/or gather needed data for engineering teams to resolve.
• Follow-up with clients on issues that require a dedicated troubleshooting or data collection session.
• Contribute to the knowledge base and create knowledge base materials.
• Provide recommendations to engineering teams on how to deflect high-volume issues, update tools to provide better data for analysis, and/or consider technical customer feedback i.e. voice of the customer.
• Partner with internal technical peers to create and update troubleshooting documentation and scripts.

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Skill Requirements

• Previous experience/knowledge of working with databases / oracle is preferred.
• SQL proficient; handling complex, nested and recursive queries
• Previous experience as a .Net Developer or App Support Developer with experience of .Net coding.
• Excellent knowledge in Windows Servers, networks and infrastructures.
• Good technical and analytical skills.
• Strong, confident communication skills are expected.
• Ability to work both independently and as part of a team to ensure that a high level of service is provided.
• Excellent understanding of web technologies.
• Excellent oral and written communication skills.
• Strong organizational skills and detail oriented.
• Proficient in written and spoken English

Required Experience

• Minimum 3 years of experience in software and databases support.
• Previous experience of working directly with customers.
• Degree in Computer Sciences / Computer Engineering or related field.

The candidates should submit their resume with English cover letter by email to [email protected] not later than  17th October 2024 (Email should be titled with “Software Support Employee ”).