Application Support Engineer

Permanent employee, Full-time · Islamabad

What do we offer?

A career-oriented position in a rapidly growing company
Opportunity to work with multinational clients in an international environment
Be a part of an international team
Opportunities to further develop your skills by participating in company sponsored internal or external technical courses

Job Description

Provide prompt and effective technical support to clients via phone, email, and chat.
Diagnose and resolve software issues, including bugs, performance problems, and user errors.
Maintain a high level of customer satisfaction by addressing client needs and ensuring timely resolution of issues.
Manage, maintain, and troubleshoot SQL Server databases, ensuring data integrity, performance, and security.
Administer and support web servers, with a preference for experience in Internet Information Services (IIS).
Create and update support documentation, FAQs, and user guides to assist clients in resolving common issues.
Conduct training sessions for clients to help them understand and effectively use our software products.
Work closely with the development team to communicate issues, provide feedback, and suggest improvements to the software.
Track and document support requests, resolutions, and any trends in software issues.
Utilize ticketing portals to manage and resolve support requests, ensuring timely follow-up and resolution.
Utilize Jira for issue tracking and Confluence for documentation and collaboration within the team.

Your profile

Prior experience in a technical support role or similar technical position
Proficiency in various software applications, operating systems, databases, and networking
Strong expertise in managing SQL Server databases
Experience with web server administration, preferably IIS.
Familiarity with ticketing systems for support request management.
Knowledge of Jira for tracking issues and Confluence for documentation.
Excellent verbal and written communication skills with the ability to explain complex technical issues to non-technical users.
Strong analytical and troubleshooting capabilities.
A commitment to providing exceptional customer service.
Ability to collaborate effectively with other departments.

What is our hiring process?

We have a two stage hiring process:

Technical Interview
Final Interview

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About us

At ID-ware, we have been successfully developing software solutions for Identity and Access Management (IAM) for nearly 20 years. With our software solution, we protect all the valuable elements that make up a company: the products, the ideas, the infrastructure, and above all, the people who work there. And we are particularly proud of that.

This is achieved through the successful and appreciative collaboration of our diverse team, which tackles everyday challenges with a lot of passion, new ideas, individual responsibility, and a lot of fun. We would be delighted if we could also inspire you to join our team.

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Your application!

We appreciate your interest in collaborating with ID-ware. Please fill out the following short form. If you encounter any difficulties uploading your data, feel free to contact us via email at recruitment@id-ware.co m.