Senior Maintenance and Support Engineer

Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.

Responsibilities

• Handles, investigates and reports complex support requests; additional responsibilities include: Identifying, recording and classifying problems of high complexity and impact.
• Leads joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.
• As necessary, provides on-site deep technical support in the customer environment.
• Drives / resolves requests escalated from M&S team members and / or customers.
• Provides deep technical advice and support for less experienced team members.
• Analyzes trends to determine root causes and recommends corrective action.
• Communicates with customer in order to de-escalate critical issues, Contributes to M&S best practices to improve overall performance.
• Proactively identifies potential critical issues (before business escalation).
• Ensures overall tickets quality and team workload prioritization.

⁠Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Maintenance and Support Engineering.
• Good business English skills (Written and spoken).