Senior Software Support Engineer job from ICT Agency of Sri Lanka in Colombo, Sri Lanka

Friday 16th, July 2021

ICT Agency of Sri Lanka

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Colombo

Full-Time

IT-Software / Internet Government Jobs (රජයේ රැකියා)

SENIOR SOFTWARE SUPPORT ENGINEER

Responsibilities
  • Provide 2nd level technical production software support for users and citizens. 
  • Work with ICTA's Helpdesk (1st line support) and software engineers (3rd line support) to diagnose, troubleshoot, and solve systems issues. 
  • Partner with Product/Project Management to consult on new features and areas for improvement related to the issues you encounter. 
  • Experience communicating and problem solving with stakeholders such as engineering, QA, and product.
  • An ability to prioritize urgent tasks based on user/citizen needs and your day to day responsibilities. 
  • Convey resolutions to users via emails and phone calls with a blend of patience, wit, and crystal-clear communication.
  • QA to troubleshoot ticketing systems and escalate product-related bugs in a proactive manner.
  • Identify and summarize trends among users. 
  • Gather data to work with the Software 
  • Support team in order to move forward with a plan when diagnosing intermediate to advanced technical issues involving software applications and interfaces. 
  • Proactively identify ways to make your job easier and our users' lives happier, such as collecting information and documenting bugs for product issues that are impacting users.
  • Maintain support documentation and contribute to the Knowledge Base on how to respond to common failure scenarios.
Requirements
  • A Bachelor's Degree in IT or equivalent qualifications related to the field from a recognized university/institution. 
  • Minimum 4 years of relevant hands-on experience. 
  • Experience working on a distributed team setting, where ICTA's 1st Line Helpdesk and third-party vendors' 2nd level support operations function from different locations. 
  • Foundational knowledge of Java, JavaScript and SQL.
  • Experience working with an RDBMS. 
  • Ability to teach and explain technical topics. 
  • Related experience working directly with customers in a technical role. 
  • Excitement to support and influence a growing product with customer needs.
  • The selected candidates will get the opportunity to be part of 
  • Drive to explore new technical topics and talk about your findings. 
  • Ability to work in an Agile environment, collaborating with other engineering teams.
  • Client and Citizen-focused attitude, with high level of professionalism and discretion.
  • Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
  • Detail-oriented, resourceful and diligent.
  • Strong time management and organizational skills. 
  • Sound judgment and problem-solving skills.
  • Excellent communication skills.
  • Proactive and the ability to work with little supervision. 
  • Ability to prioritize tasks and manage multiple priorities simultaneously.

Skills required

Strong time management and organizational skills.

Excellent communication skills.

Sound judgment and problem-solving skills.