A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate products owner. Responsibilities Take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve customer issues. Research and identify solutions to software and hardware issues. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Performing analyses on software application functionality and suggesting improvements. Ensuring effective front-end and back-end functionality of applications. Establishing the root causes of application errors, and escalating serious concerns to the Senior Engineer. Keeping a record of configuration changes and scheduling application updates. Documenting processes and monitoring application performance metrics. Follow the SLA for issues with respect to the severity.
Deploy, Administer, Support and maintain middleware applications to enable communication between financial applications on diverse platforms with varying interfaces. Responsible for the installation, maintenance and configuration of WebLogic environments. Assess and identify appropriate changes and make recommendations for implementation. Perform WebLogic system administration, troubleshooting, monitoring, problem resolution, system security and change implementation. Perform WebLogic installation, administration and documentation. Work individually or in a team on various system projects related to UNIX, Linux, Windows and Application support. Plan, prepare and apply maintenance fixes and upgrades to WebLogic software. Assist application support team with high level problem program debugging through heap and thread dump analysis. Gather and refine specifications and requirements based on technical needs. Documenting and filing the backup and the required recovery steps and plans in the event of system failure.
* Install and configure new ATM software in each terminal. *Research and identify solutions to software and hardware issues. *Diagnose and troubleshoot technical issues. *Provide prompt and accurate feedback to customers. *Properly escalate unresolved issues to appropriate internal teams(E.g software developers). *Ensure all issues are properly logged. *Document technical knowledge in the form of notes and manuals. *Maintain jovial relationships with clients.