Job Summary
SEDCO is a global leader in providing digital branch transformation solutions. Our mission is to empower businesses with innovative solutions to transform their branches, while offering their customers the exceptional experience that they deserve. We provide comprehensive customer experience solutions all across the globe from our Dubai offices.
This role helps us to implement SEDCO products & prepare customized workflow in addition to Communicate with the customer to provide support if needed. Implementation Engineer will work closely with Quality Assurance & Development team to identify bugs in SEDCO products.
Candidate Profile
Responsibilities
- You will perform basic Database Installation and Management (MS SQL and Oracle).
- You will perform basic networking troubleshooting.
- you will understand SEDCO products functions and structure.
- You will respond to internal support calls from team members, QA and development (by phone, by email, face to face).
- You will respond to SEDCO support teams from various offices (by phone, by email, or direct remote access).
- You will respond to external support calls from customers (by phone, by email).
- You will respond to external support calls from partners (by phone, by email).
- You will responsible of CRM support cases for S/W support and H/W faulty items.
- You will respond to customer’s support calls with possibility to visit the sites outside the working hours.
- You will conduct one to one training and handover to partner/customer representatives.
- You will conduct maintenance visits to Customer Sites (Servers, Branches, …) as needed and required
- You will implement SEDCO products at customer sites to match customer's needs/requests perfectly.
- You will configure/Replace SEDCO H/W products at customer site as required.
- You will identify and describe problems/bugs in SEDCO products by phone/email/face to face to QA and Development.
- You will provide support and help to other colleagues inside the team.
- You will handle multiple support calls from different parties.
- You will manage SEDCO products' small to medium site installation with customer training, go live and getting the acceptance.
- You will sign customer visit forms after customer support visits/travels.
- You will test SEDCO s/w products in terms of implementation and customer's point of view.
- You will read and review technical writer documents for cross checking from technical perspective.
- You will communicate with Graphic Designers to get the needed designs for new and existing customers.
- you will manage the communication between the customers with back end (Dev. and QA) to resolve any request/problem.
- You will do the required internal implementation to satisfy the required workflows, customer requirements, …
- You will participate in doing self-plan tasks.
- You will send Status update emails and report work progress.
- You will write site documentation in terms of environment, installed modules and any special information.
- You will build demo environments.
- You will write useful KB (Knowledge Base) articles sharable with other SEDCO members and even partners/customers.
Qualification
- A Bachelor's degree in Software Engineering, Computer Engineering, or Computer science or equivalent.
- Maximum 2 years' experience in the field.
- Knowledge in XSLT.
- Knowledge in Regular Expression.
- Strong problem-solving abilities.
- Excellent communication skills in English.
- Excellent attention to detail.