Application/ Customer Support Engineer at Inivos

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Problem Management, Customer Communication, SLA Management, Troubleshooting, Status Reporting, Knowledge Base Creation, Solution Delivery, Alert Review, Database Health Check, Application Monitoring, SQL, MS Excel, Customer Service, Problem-Solving, Communication Skills

Industry

IT Services and IT Consulting

Description

Inivos (www.inivosglobal.com) leads innovation in technology, specializing in Enterprise Solutions, Product Development, and Staff Augmentation. Our team of over 180 professionals, including consultants, developers, and quality engineers, delivers cutting-edge solutions that set new industry benchmarks. Within just five years, we’ve established a robust client base across North America, the UK, Scandinavia, South Africa, UAE, Sri Lanka, Bangladesh, Singapore, Netherlands and Australia. We’re looking for a proactive person to monitor production systems to identify issues in advance, to work collaboratively with various internal and external stakeholders to apply solutions which assist issue resolution in a timely manner, As an Application Support Engineer, you will be responsible for: Incident and Problem management along with effective customer communication Respond to customer requests as per agreed SLA’s. Initiate investigation on issues and work with Product and Test teams to troubleshoot the same. Create status reports and review the same with customers during the weekly / months calls. Create and update Knowledge Based articles to help resolve similar issues in future. Work with Product, Test and Release teams to help with on solution delivery. prioritises items that need to be fixed in future releases Review Alerts, database and application health check reports and address reported issues and warnings. Stay updated on new application features and energy market changes. Engage in developing and enhancing support monitoring and health check tools. Work with ITI team to optimise database performance. Provide end user training whenever required. Mandatory HND/ Degree in computing or in a relevant discipline 3+ years of hands-on experience in a similar position Database application development in Microsoft platform and working knowledge of SQL & MS Excel. Display strong customer service focus and the ability to deliver quality support. Be proactive in approach as well, possessing logic and problem-solving ability. Solid communication skills and customer-focused attitude Be open to work OOBH on request. Availability to work Australian business hours or working hours suitable to cover support requirements. Ability to effectively switch between different work priorities. Ability to work in a fast-paced customer-centric environment and deliver immediate value. Exceptional attention-to-detail and a drive to achieve results. Desirable MS SQL Server Database administration and ability to work with MS SQL ETL packages. Familiarity with Jira, Confluence a plus. Ability to read and modify C#. VB .Net and T-SQL codes Application deployment on IIS Exposure to cloud-based software and support ticketing solutions Australian utilities knowledge and experience Experience in mentoring team members through to valuable outcomes Competitive compensation. Recognition & appreciation. Training & certifications funded. International exposure. Open work culture. Recreational activities and events. Medical & Insurance upon confirmation

Responsibilities

The role involves monitoring production systems to proactively identify and resolve issues in collaboration with internal and external stakeholders, managing incidents and problems while maintaining effective customer communication according to SLAs. Responsibilities also include investigating issues, creating status reports for customers, updating knowledge base articles, and working with development teams on solution delivery for future releases.