Application Support Specialist

IT & Network

Egypt 🇪🇬

October 2, 2023

Full Time

Job Description

JOB TITLE: Application Support Specialist DEPARTMENT: Centre of Excellence REPORTING TO: Service Delivery Manager LOCATION: Egypt ADDITIONAL INFO: PURPOSE OF POSITION: Deeper analysis for repetitive incidents and perform RCA to resolve problems permanently. Key Responsibilities <ul><li> Install, configure, and manage applications</li><li> Daily health checks of the applications and log monitoring</li><li> Responsible for the 3rd level support for incidents before reporting to factories. </li><li> Monitoring and responding to open tickets submitted</li><li> Responsible to identify recurrent issues cross all automation systems and find either a temporary fix or a permanent one</li><li> Have a very well understanding for the region/customers’ requirements and the impact of the issues/bugs on their system’s performance</li><li> Be able to debug the code to identify the issue and either fix it on code level directly or reported to the factory if it may cause system design impact</li><li> Develop code fixes for simple and medium complex issues / bugs</li><li> Provide suggestions to the factory for issue resolution for complex issue and get approvals to apply it</li><li> Build communication channels with developers to develop time mannerly permanent fixes for complex issues from developers’ side whenever needed. </li><li> Ensure proper recording, documentation, resolution, and closure of recurrent issues. </li><li> Develop and grow knowledge of Remote Automation Support team members in products and services. </li><li> Build knowledge base for Support teams</li><li> Conduct trainings to Remote Automation Support team to ramp-up their knowledge</li><li> Troubleshoot and escalate alerts that cannot be resolved in an appropriate time</li><li> Prioritize and handle service requests and incidents</li><li> Work closely with Remote Automation Support Manager to identify recurrent issues and work on providing permanent solution </li></ul>DELEGATION OF AUTHORITY As per Board-approved DOA and as necessary for functions outside the DOA. POSITION RELATIONSHIPS Internal <ul><li> Remote Automation Support Teams,</li><li> Technical Support,</li><li> Project Team,</li><li> Solution Architectures,</li><li> Factories, L4</li><li> On-ground team (L3) </li></ul>External <ul><li> Customers,</li><li> Distributors </li></ul>MEASURES OF PERFORMANCE (INDICATORS) Leading Indicators <ul><li> Shorten resolution time for incidents</li><li> Decrease the number of calls logged at the call centre </li></ul>Lagging Indicators <ul><li> Decrease the total number of tickets raised vs total number of operational stations </li></ul>Personal Qualifications & Experience Education/achievements Required <ul><li> Engineering Certificate: (Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure). </li></ul>Preferred <ul><li> Infield experience for remote support </li></ul>Required Experience/ Knowledge <ul><li> 5+ years of experience in Software / Hardware support environments</li><li> Follow support process in multiple production environments and architecture platforms</li><li> Familiar with SLA concept and customer needs</li><li> Excellent written and verbal communication in English, French & Arabic. </li></ul>Preferred <ul><li> IT support related certifications (ITIL ver4, MS SQL data analytics, etc…)</li><li> HSE Certification (UKPIA, OSHA, etc..) </li></ul>Specific Skills <ul><li> Deep understanding of the functionality for fuel stations and head quarter software to diagnose, troubleshoot and escalate or resolve software application or infrastructure issues</li><li> Knowledge of operating systems (Windows, Android), Android based devices, and fuel stations software</li><li> SQL knowledge</li><li> Knowledge of standard IT hardware and equipment</li><li> Previous experience as an application support analyst or a similar role</li><li> Ability to work with effectively with cross-functional teams and proactivity to maintain the stability of Customer’s software products</li><li> Ability to communicate complex concepts to the people having diverse levels of seniority and technical competence</li><li> Analytical thinking </li></ul>ROLE SPECIFIC COMPETENCIES & BEHAVIOURS Customer Driven <ul><li> Gains insight into customer needs. </li><li> Identifies opportunities that benefit the customer. </li><li> Builds and delivers solution that meet customer expectation. </li><li> Establishes and maintains effective customer relationships. </li></ul>Collaborative <ul><li> Works cooperatively with others across the organization to achieve shared objectives. </li><li> Represents own interest while being fair to others and their areas. </li><li> Partners with others to get work done. </li><li> Credits others for their contributions and accomplishments. </li><li> Gains trust and support of others. </li></ul>Inclusive <ul><li> Seeks to understand different perspectives and cultures. </li><li> Contributes to a work climate where differences are valued and supported. </li><li> Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results. </li><li> Is sensitive to cultural norms, expectations, and ways or communicating. </li></ul>Accountable <ul><li> Follows through on commitments and makes sure others do the same. </li><li> Acts with a clear sense of ownership. </li><li> Takes personal responsibility for decisions, actions and failures. </li><li> Establishes clear responsibilities and processes for monitoring work and measuring results. </li><li> Designs feedback loops into work. </li></ul>Champions VBS <ul><li> Identifies and creates the processes necessary to get work done. </li><li> Separates and combines activities into efficient workflow. </li><li> Seeks ways to improve processes, from small tweaks to complete reengineering. </li><li> Is a simplifier, focused on cutting through complexity. </li><li> Prioritizes to the critical few – focuses on what matters most. </li></ul>Self-Aware <ul><li> Reflects on activities and impact on others. </li><li> Proactively seeks feedback about shortcomings. </li><li> Admits mistakes and gains insight from experiences. </li><li> Knows strengths, weaknesses, opportunities, and limits. </li></ul>Pioneering <ul><li> Comes up with useful ideas that are new, better, or unique. </li><li> Introduces new ways of looking at problems. </li><li> Can take a creative idea and put it into practice. </li><li> Encourages diverse thinking to promote and nurture innovation. </li><li> Anticipates and adopts innovative digital and technology applications. </li></ul>Agile <ul><li> Learns quickly when facing new situations. </li><li> Experiments to find new solutions. </li><li> Takes on the challenge of unfamiliar tasks. </li><li> Extracts lessons learned from failure and mistakes. </li><li> Bounces back from setbacks and failure. </li></ul>Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world’s leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide. Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide. Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options. The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com

Application Support Specialist

Job Description

Related Jobs

CYBERSECURITY AND DATA PROTECTION OFFICER

HR Coordinator

IT Application Support

IT Coordinator

Login to CVitae

Reset Password

Create a free CVitae account

Application Support Specialist

Apply for this job

Job Description

Share this post

Related Jobs

CYBERSECURITY AND DATA PROTECTION OFFICER

HR Coordinator

IT Application Support

IT Coordinator