L3 Application Support engineer

Production Support
·  Provide 3rd level technical software application support and resolve customer cases.
·  Diagnose and solve technical issues at the 3rd level and where needed, escalate to internal     development teams or external vendors as required
·  Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts.
·  Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up the environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds.
·  Configuration and Development.
·  Communicate customer hot-fix to the production environment.
·  Help L2 / Customers solve technical issues by providing solutions.
·  Provide troubleshooting and verify configuration stability.
·  Customer Management and Training.
·  Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction.
·  Ensure knowledge transfer via documentation and hands-on training to other teams including 1st and 2nd level teams.
·  Desired Skills and Experience.
·  On-call Support (rotation between team members).
 
BASIC QUALIFICATIONS
·  A minimum of 3 -5 years in a Technical support role is required, providing support to the Retail industry (highly desirable)
·  Strong technical background.
·  Strong customer-facing and communication (written and verbal) skills.
·  The ability to work with remote teams including after-hours and weekends where required.
·  The ability to work on P1 incidents after hours and weekends where required.
·  Previous experience in software Support (Mandatory) and providing support to the Retail industry (highly desirable).
·  Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers Microsoft .NET Framework IIS 7, SCCM and Virtual servers, Linux.
·  Team player, self-time management, Responsible and Independent.
·  Quick and self-learner.
 
 
PREFERRED QUALIFICATIONSSKILLS
·  Bachelor’s Degree in a related discipline an advantage.
·  Previous experience working with retail software systems (POS) Microsoft .NET Framework
·  System Analysis: Event logs, Logging, Network , IIS.
·  Scripting: batch, VB, PowerShell, C/C++ an advantage.