Software Support Engineer

Company Description

FinesseTech is a leading ICT solutions provider based in Dubai, United Arab Emirates. The company specializes in Digital Signage, Workspace, Wayfinding, Flight Information Display Systems (FIDS), and IoT technologies.

Role Description

As a Software Support Engineer at FinesseTech, you will play a crucial role in ensuring the seamless installation, configuration, integration, testing, training, and support of our integrated software solutions for Digital Signage, Wayfinding, Workspace Management, Visitor Journey Management, Flight Information Display Systems (FIDS) and Artificial Intelligence. Your expertise will help enhance user experience and operational efficiency.

Key Responsibilities:

• Installation & Configuration: Set up and configure software applications in various environments.
• Integration: Collaborate with clients to integrate software solutions with existing systems, ensuring the pre-requisites are met, coordinate with the client infrastructure teams for environment preparation, participate, lead technical clarification sessions with client infrastructure teams and submit the necessary collaterals.
• Testing: Conduct thorough testing to ensure software functionality and performance meet standards.
• Training: Provide training sessions for end-users and stakeholders on software usage and best practices.
• Support: Offer ongoing technical support and troubleshooting for software-related issues. Taking support tickets from support portal, emails, phone calls and actioning the resolutions as per agreed SLA terms with clients.
• Documentation: Maintain detailed documentation of installations, configurations, and support activities.

Qualifications

• Bachelor's degree in IT or equivalent
• Minimum 3-4 years' experience in related industry with hands-on experience in software support
• Software Support and Technical Support skills
• Experience in Software Development
• Excellent Troubleshooting abilities
• Strong Customer Service skills
• Ability to work well under pressure and in a fast-paced environment
• Effective communication and interpersonal skills
• Bachelor's degree in Computer Science, Information Technology, or related field

Technical Skills

• Strong understanding of software installation and configuration processes.
• Familiarity with Digital Signage, Wayfinding, Workspace Management, Visitor Management, and FIDS software.
• Knowledge of databases, SQL queries, server operating systems, cloud infrastructure, antivirus solutions, cybersecurity principles, and networking concepts is a plus.
• Well-versed with Microsoft .NET, Windows server and client platforms for configuration and administration.
• Hands on experience in Microsoft 365 / Exchange server, Azure AD SSO configuration and troubleshooting.
• Experience working with support management tools.