Technical Support Engineer

Date: Jan 22, 2025

Location:

Riyadh, SA

Company: eSolutions Saudia

Req ID: 1341

Job Title

Technical Support Engineer

Job Scope

Computer Proficiency: Strong knowledge and experience in using and administering MAXIMO, including its modules, workflows, and configurations, Proficiency in SQL, particularly for querying and manipulating data within MAXIMO's database (typically DB2 or Oracle) Knowledge of scripting languages like Python, PowerShell, or JavaScript for automation and customization tasks. Familiarity with Windows and Linux operating systems, especially for server environments. God understanding of network protocols (TCP/IP, HTTP, etc.) and network troubleshooting

Main Duties And Responsibilities

Incident Management:

• Receive, log, and categorize incoming support requests and incidents.
• Prioritize and triage incidents based on severity and impact.
• Troubleshoot and diagnose technical issues related to MAXIMO applications, databases, and integrations.
• Resolve issues independently or escalate to higher-level support as needed.
• Document incident resolution steps and knowledge base articles for future reference.
  
  
  

Problem Management:

• Identify and analyze recurring issues to prevent future occurrences.
• Implement preventive measures and workarounds to minimize system downtime.
• Conduct root cause analysis to determine the underlying cause of problems.
• Develop and implement permanent solutions to address identified root causes.
  
  
  

System Administration:

• Perform routine system maintenance tasks, such as backups, updates, and security patches.
• Monitor system performance and resource utilization.
• Configure and customize MAXIMO applications to meet business requirements.
• Manage user accounts and permissions.
  
  
  

User Support:

• Provide technical assistance to end-users via phone, email, or remote support tools.
• Train and educate users on MAXIMO functionality and best practices.
• Assist with data migration and integration tasks.
  
  
  

System Upgrades and Migrations:

• Plan and execute system upgrades and migrations.
• Test and validate system changes to ensure smooth operations.
• Document upgrade and migration procedures.
  
  
  

Position Requirements

• The role requires strong technical skills.
• problem-solving abilities
• excellent communication skills.
• The work can be demanding, as it often involves responding to urgent support requests and troubleshooting complex issues
  
  
  

Education

Bachelor of Computer Engineering Or Computer Science

Experience

8 - 10 years of relevant experience