SOFTWARE SUPPORT ENGINEER
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Key skills for this role
About the Role
Dubai Customs seeks a Software Support Engineer to ensure compliance with technical support standards and SLAs, provide high-quality software support, and participate in designing and developing customs software solutions.
Key Skills for This Role
Responsibilities
- Ensure compliance with technical support standards and SLAs
- Participate in designing and developing customs software solutions with focus on supportability
- Review technical architecture of software systems to align with enterprise technical strategy
- Record and analyze incidents and recurring patterns using ITSM system
- Prepare and execute complex scripts for data correction and operational support
- Use temporary secure access to production environment to resolve critical data incidents
- Escalate critical incidents to higher management and technical levels
- Apply ITIL framework in incident and problem management
- Participate in developing training programs for the support team
- Coordinate with internal technical teams and external vendors for comprehensive support
- Prepare periodic reports on incident status, support progress, and system performance
- Ensure information security and data confidentiality in compliance with Dubai Customs policies
Requirements
- Bachelor's degree in a related field
- 0 2 years of experience in related fields
- Knowledge of ITIL framework
- Experience with ITSM systems
- Scripting skills for data correction
Full Job Posting
Job Description
- مهام الوظيفة
Specialized Tasks
- Ensure full compliance with approved technical support standards and SLAs, providing high quality software support.
- Participate in designing and developing customs software solutions with focus on technical supportability.
- Review technical architecture of software systems in collaboration with architecture team to align with enterprise technical strategy.
- Record and analyze incidents and recurring patterns using ITSM system, developing preventive procedures.
- Prepare and execute complex scripts for data correction and operational support.
- Use temporary secure access to production environment to resolve critical data incidents.
- Escalate critical incidents to higher management and technical levels.
- Apply ITIL framework in incident and problem management, contributing to continuous improvement.
- Participate in developing and delivering training programs for the support team.
- Coordinate with internal technical teams and external vendors for comprehensive support.
- Prepare periodic reports on incident status, support progress, and system performance.
- Ensure information security and data confidentiality in line with Dubai Customs policies.
General Tasks
- Comply with all health, safety, and environment policies.
- Identify and implement cost saving initiatives through optimal resource use.
- Maintain clear and professional communication with colleagues and stakeholders.
- Collaborate effectively within teams to achieve common goals.
- Continuously seek innovation and suggest improvements to workflows.
- Guide new employees and document key processes.
- Ensure confidentiality of all sensitive information.
- Commit to excellence and continuous improvement.
- Disclose potential conflicts of interest and avoid situations that may negatively affect Dubai Customs.
Development Tasks
- Seek professional development opportunities through training courses and workshops.
- Regularly review self development goals to enhance skills.
- Stay updated on latest industry trends, technologies, and best practices.
- Actively seek feedback from supervisors and peers to identify areas for improvement.
- Develop adaptability to changes in the work environment.
Qualifications
- Minimum educational qualification: Bachelor's degree in related fields.
- Minimum practical experience: 0 2 years in related fields.
Job Category
- Information Technology Technician
Advertiser
- Dubai Customs
Educational Level
- Bachelor
Required Nationality
- UAE Only
Monthly Salary
- Unspecified
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