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.

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).

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.