Application Support Engineer

Job description / Role

Job Description
- Ability to apply entry level of subject matter knowledge to solve a variety of common business issues.
- Follows established guidelines and interprets policies.
- Participate in customer and internal projects, including transformation.
- Contribute to projects from own responsibility area.
- Resolve most technical incidents independently within technical area.
- Work with team members to resolve more complex or cross-technology incidents.
- Documents known errors and workarounds.
- Identify potential escalations and alert management proactively.
- Manage basic escalations with customer.
- Review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs within area(s) of technical responsibility with the supervision of their Manager.
- Understand and escalate scope changes per change control process.
- Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Solution Design - Apply Giza Systems solutions to meet moderately complex customer needs within area(s) of technical responsibility.
- Provide continual improvement recommendations/direction setting and advice within work team.
- Balance internal needs against customer requirements and/or internal businesses/end user's needs within defined parameters.
- Work as part of a team, which may be virtual, global, and/or multi-functional.
- Analyzes service performance data involving response time, throughput, and utilization across all customers for standard services to detect trends and to generate forecasts of capacity growth.
- Responsible for executing recovery actions.
- Begin to proactively provide solutions to prevent problems from occurring in area of responsibility.
- Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs, etc

Requirements

Personal Skills
- Bachelor's degree in computer science, IT Service Management, Engineering, Business, or related field or equivalent
- Work experience. 1-2 years of relevant experience

Technical Skills
- Applies technical knowledge (e.g. SAP, Java, .NET) to solve

Application issues with moderate risk/complexity.
- Works on problems/projects of moderately complex scope.
- Evaluates unique circumstances and makes recommendations.
- Exercises independent judgment within defined practices and procedures to determine appropriate action

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.