Smart Solution Support

Saher Management is hiring for "Smart Solutions Support Engineer"

Professional Summary

Technical Support Engineer with experience supporting enterprise platforms, digital solutions, and integrated applications. Skilled in troubleshooting technical issues, onboarding solutions, monitoring system performance, and ensuring reliable service delivery. Experienced in supporting solution integrations, resolving incidents, and collaborating with cross-functional teams to maintain platform stability and user satisfaction. Strong knowledge of IT service management, incident tracking, and operational support processes.

Key Responsibilities Technical Support & Troubleshooting

• Provide first-line technical support for platform applications, services, and integrated solutions to ensure high availability and optimal performance.
• Diagnose and resolve hardware, software, network, and integration issues using structured troubleshooting techniques.
• Escalate complex incidents to higher-level technical teams while ensuring timely resolution and stakeholder communication.
• Analyze application logs, system alerts, and monitoring dashboards to identify root causes of technical issues.
  
  

Solution Integration & Platform Support

• Support integration of smart solutions within a centralized platform environment, ensuring compatibility with platform architecture and governance standards.
• Assist with configuration, deployment, and testing activities during the onboarding of new solutions.
• Collaborate with solution providers, system integrators, and internal teams to ensure seamless data flow and system interoperability.
• Maintain technical documentation related to integrations, configurations, and deployment processes.
  
  

Monitoring & Performance Management

• Monitor system health, performance metrics, and usage trends using monitoring tools and dashboards.
• Identify performance bottlenecks, service disruptions, and potential operational risks.
• Support proactive maintenance and issue resolution to ensure platform reliability and uptime.
  
  

Incident Management & Service Operations

• Manage service requests, incidents, and support tickets through service management systems.
• Document troubleshooting steps, resolutions, and operational procedures for knowledge sharing and future reference.
• Ensure adherence to Service Level Agreements (SLAs) and operational service standards.
  
  

Deployment, Testing & Platform Enhancements

• Support solution deployments, platform upgrades, and new feature releases.
• Assist with system testing, validation, and performance checks before production release.
• Participate in continuous improvement initiatives to enhance operational efficiency and automate manual tasks.
  
  

Stakeholder Communication & Collaboration

• Provide clear technical guidance to users and stakeholders during onboarding and support activities.
• Coordinate with product teams, infrastructure teams, and network engineers to resolve platform issues.
• Ensure effective communication of updates, incident resolutions, and service status.
  
  

Technical Skills Service Management & Monitoring

• Incident Management
• Service Request Management
• SLA Monitoring
• System Health Monitoring
• Platform Performance Analysis
  
  

Technical Support

• Application Troubleshooting
• Network Issue Diagnosis
• Integration Support
• Log Analysis
• Root Cause Analysis
  
  

Deployment & Testing

• Solution Configuration
• Platform Deployment Support
• Integration Testing
• System Validation
  
  

Tools & Technologies

Service Management Systems

• ServiceNow
• Jira Service Desk
• Zendesk
  
  

Analytics & Reporting

• Power BI
• Performance dashboards
• Incident trend analysis
  
  

Technical Tools

• SQL / MySQL
• Application log monitoring
• Middleware troubleshooting
  
  

Professional Skills

• Technical Problem Solving
• Customer Support & User Assistance
• Incident Documentation
• Cross-functional Collaboration
• Time Management & SLA Compliance
• Adaptability and Continuous Learning
• Attention to Detail
  
  

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Bachelor’s Degree in

Information Technology / Computer Science / Related Field

Skills: technical support,integration,management,troubleshooting