SW Care Center Support Engineer

About the role

G+D, an international technology group with over 14,000 employees in 40 countries, is looking for a Support Engineer for its SW Care Center. The role handles first-line support for customers by phone, e-mail and remote access, aiming to resolve 70-80% of issues before escalation to second-level support. It is a 24x7 position.

Key responsibilities

• Receive inbound requests by phone or e-mail, record, categorize, prioritize, track and route incidents, and implement basic documented break-fix tasks where possible
• Analyze symptoms to identify the root cause: physical layer issues, hardware and software setup, installation/reinstallation/uninstallation, and application functionality and workflow issues
• Provide real-time responses to simple problems and transfer complex ones to in-house second-level support
• Communicate regularly with customers on request status and solution progress, and document everything in the issue ticketing system
• Monitor the ticketing process, escalate to management when needed, and set up test environments to reproduce issues
• Help prepare reports for customers, keep up to date with products, and write support and training documentation as required
• Work long hours and under pressure in a 24x7 environment

Required profile

• Computer Science or related degree and 4+ years of customer support experience; banking or warehousing experience is desirable
• Excellent verbal, written communication and interpersonal skills, strong analytical and problem-solving abilities, and good organization
• Detail-oriented, persistent, able to work in a team and act professionally with business information
• Trustworthy, enthusiastic about company objectives, and able to work in a multicultural, international environment

Required skills

• Experience setting up database, application and reporting servers
• Operating systems: Windows 11, Server 2015
• Databases: MS SQL 2022, Oracle 19C
• Application platforms: IBM WebSphere, JBoss
• Programming languages such as Java.NET and C# are desirable