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.

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.

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).