Application Support Engineer

Job Summary

Application Support Engineer responsibilities include resolving Hardware issues, Application issues, network issues, configuring systems and using remote connections to provide immediate support. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and can explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Job Responsibilities

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Ask customers targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed time limits

• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues are properly logged

• Priorities and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

• Prepare accurate and timely reports

• Document technical knowledge in the form of notes and manuals

• Maintain jovial relationships with clients

Job Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

• Hands-on experience with Windows/Linux/Mac OS environments

• Hands on experience in supporting ATM or Kiosks

• Hands on experience in supporting applications

• Good understanding of SQL

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software (eg. Zendesk)

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• BS degree in Information Technology, Computer Science or relevant field

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

• Good command of English.

Job Types: Full-time, Permanent

Pay: RO300.000 - RO500.000 per month

Application Question(s):

• Do you have Oman Driving License?