Position Overview:
We are seeking a Business Solutions Support Engineer to support and maintain our existing projects while ensuring high levels of customer satisfaction. The role involves handling customer support requests, coordinating with project owners, and contributing to the implementation of new features for internal projects. This position is ideal for someone who enjoys problem-solving, customer interaction, and continuous improvement of business solutions.
Objectives of this Role:
- To contribute to the success of the organization by providing effective technical support for all existing projects, ensuring customer satisfaction, system stability, and continuous improvement of internal solutions.
- To support customers through day-to-day operational assistance, incident handling, and issue resolution, while collaborating with project owners and contributing to the implementation of new features related to internal projects.
Tasks, Duties, and Responsibilities:
Customer Support & Operations:
- Act as a primary support engineer for all existing projects.
- Handle customer support requests, incidents, and service calls professionally and efficiently.
- Provide first level and second-level support, troubleshooting functional and technical issues.
- Ensure timely response and resolution in line with defined SLAs.
Project & Stakeholder Coordination:
- Align closely with the project owner (main project developer) when escalations or deeper technical analysis are required.
- Communicate issues, root causes, and resolutions clearly to internal teams and customers.
- Support smooth handovers between implementation and support phases.
Internal Projects & Enhancements:
- Participate in the implementation of new features and enhancements related to internal projects.
- Assist in testing, validating, and deploying internal improvements.
- Provide feedback from support experience to help improve solution design and usability.
Quality Assurance:
- Verify fixes, enhancements, and configurations before release.
- Ensure changes meet functional requirements and do not impact existing functionality.
Documentation & Knowledge Sharing:
- Maintain clear documentation for support procedures, known issues, and resolutions.
- Contribute to internal knowledge bases and support guides.
Continuous Improvement:
- Identify recurring issues and suggest preventive or long-term solutions.
- Propose improvements to support processes, tools, and internal workflows.
Key Competencies:
- Analytical Thinking: Ability to analyze client needs, project risks, and potential enhancements to department processes.
- Communication: Effective communication skills to interact with clients, team members, and stakeholders, and to document project meetings and requirements.
- Time Management: Capacity to manage project timelines, prioritize tasks, and ensure timely delivery of high-quality work.
- Problem-solving: Aptitude for identifying and resolving project issues, ensuring bug-free implementation and meeting project objectives.
- Development Skills: Proficiency in software development methodologies, programming languages, and technologies relevant to project requirements.
- Adaptability: Flexibility to adjust to changing project requirements, client expectations, and departmental priorities.
- Collaboration: Willingness to work collaboratively with team members, sharing knowledge and supporting project success.
- Research and Development: Curiosity to continuously explore new methods and ideas, contributing to the improvement of departmental processes and procedures.
Qualifications:
- Bachelor's degree in Computer Science, Computer Engineering, or related field
- 1-3 years of experience in technical solution design and project execution
- . Net framework/Core is a MUST
- Dynamics 365 or SharePoint development experience is an important PLUS
- MS SQL
- Proficiency in technical solution design, development, problem solving, and customer focus.
- Excellent communication and interpersonal abilities
