support Engineer for customer advocateSprout Solutions

QUALIFICATIONS | COMPETENCIES:
Bachelor degree holder in any IT-related field
Required knowledge or experience: SQL and C#
Knowledge of Windows, XP, Vista and general desktop support issues
Knowledge of DNS, TCP/IP and other networking concepts
Excellent English communication skills (verbal and written)
TASKS:
Taking ownership of technical issues, and working with our Development team to resolve more advanced issues when necessary. Includes debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction. Engineers are responsible for providing resolutions to issues within the parameter of contractual Service Level Agreements (SLAs)
Resolving escalated customer complaints without the need for team lead intervention
Documenting troubleshooting and problem resolution steps
Participation in providing training to customers as required
Responsible for providing technical support to clients
Provide engineering expertise to troubleshoot, modify and engineers software solutions and configuration to ensure the product performs within optimal design specification
Investigates, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operatibility of the software.
Highlights risk and helps in mitigating the risk from technical aspects.
Analyzes production issues from business and the application perspective and outlines corrective actions
Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
Communicates with the Customer Support to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
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Jazz

Taguig City, Metro Manila
Permanent
Full-time