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Ad title:
Application Support Engineer
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Ants
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Published: 10 July
/ Deadline: 20 July
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Veridos Georgia is looking for Application Support Engineer to join our team in Tbilisi.
Veridos is a world-leading provider of the integrated identity solutions, trusted by governments, organizations and regional authorities worldwide. For our Georgian branch we are seeking for a highly skilled Application Support Engineer to ensure the smooth operation and maintenance of our manufacturing equipment and systems related to card and passport personalization.
What we offer:
** Working for the international, subsidiary of the well-known German company
** Social warranty
** Ability to learn new technology
** Ability to grow within the team and new assignments
** Travel expectation 10%
What you will do :
** Provide execution and delivery of the second level support and maintenance activities defined for the deployed personalization software solution.
** Provide consulting to the Customer on the application usage.
** Provide required application training and consultations to the end Customer.
** Be responsible for the day to day technical support of the personalization software solution faultless operation and availability.
** Troubleshoot personalization application related issues (incidents, requests or problems) via phone, e-mail, remote access tools in the timely manner.
** Provide issue root cause analysis by collecting all the necessary data and reproducing the error in the test environment.
** Escalate issues that can`t be resolved in the timely manner to the senior developers and engineers. Collaborate with external and internal support technicians and developers via various communication channels to resolve the issues.
** Diagnose the issues, restore personalization system functionality quickly and efficiently Provide incident resolution in accordance with pre-defined SLAs through the assigned tickets in the ticketing tool.
** Keep up to date the status of the assigned records in the ticketing tool and follow up ticket resolution within the defined time frame. Communicate incident resolution updates to stakeholders and provide excellent customer service.
** Keep up high customer satisfaction rate through timely communication and high incident/request resolution rate. Ensure that service requests and incidents are handled and addressed promptly, and that the response and resolution time meets or exceeds the expectations of the customers.
** Solicit customer feedback and continuously improve service quality and support.
** Execute preventive and predictive monitoring tasks of the personalization solution as per defined maintenance plan.
** Deploy necessary hotfixes and patches of the personalization software solution when necessary and according to the maintenance plan.
** Identify opportunities to improve efficiency and reduce costs through process optimization and technology implementation. Foster a culture of continuous improvement within the team.
** Participate in ongoing training and development programs to maintain up-to-date knowledge of personalization software and its maintenance.
** Document best practices and repeatable maintenance procedures.
** Provide necessary input to the service reports when necessary.
** Monitor and assess system availability and performance, making necessary improvement adjustments.
** Manage personal workload to meet project service timelines.
** Analyze customer needs, recognize potential business opportunities.
Qualifications:
** Technical degree from an accredited institution, preferably in information technology or telecommunication.
** Proficiency and experience from the support of the tailored personalization software is desired.
** 3-5 years work experience in the application support and troubleshooting as application support engineer.
** Desired proficient knowhow technical knowledge and support experience in at least 4 of the fields mentioned below:
** Operating system administration and configuration: Windows (AD) / UNIX
** Network administration: TCP/IP, DNS, DHCP
** Database knowledge: PostgreSQL (PL/SQL), Oracle
** Middleware solution knowledge and support
** PKI solution knowledge and support
** Docker container knowledge and experience
** Strong proficiency in Microsoft software (Outlook, Excel, Word).
** High degree of Customer Orientation and intercultural Competence.
** High Process and Target Orientation.
** Eager to learn new technologies.
** Independent, proactive work style with strong time management skills.
** Ability to work in a fast-paced environment, completing tasks on schedule and ability to prioritize the issues.
** Exceptional problem-solving skills
** Highly organized and excellent follow up skills
** Good verbal and written communication skills
** Knowledge and experience with incident management tools.
** Resilience, flexibility, and agility. No 9-5 mentality and ability to go an extra mile to resolve the issues.
** Experience in the identity business is a plus.
** Successful completion of drug test and criminal background check.
** Fluent Georgian and English AND/OR Russian, German language knowledge is a plus.
How to apply:
We kindly request interested individuals to send their resumes to recruiting@ants.ge by July 20.
Please, specify the position title in the subject line. Selection of candidates will be carried out buy Accountants Recruitment Servies.
Selected candidate will proceed to the second stage of discussion with the company.
Your submitted personal data will be processed and stored in accordance with Georgian legislations.
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