Software Support Engineer - L2

Pakistan Single Window

Posted Dec 20, 2024 61 views Report Job

Main Responsibilities:

Provide L2 technical support for PSW systems, addressing escalated issues from L1 support / OGA.
Diagnose and resolve advanced software, database, and application issues.
Collaborate with development teams / PO to identify, analyze, and resolve system bugs and enhancements.
Expanding product and technology expertise by working on "learning tickets".
Monitor system performance, identify bottlenecks, and take proactive measures to ensure system uptime and reliability.
Document troubleshooting steps and solutions for recurring issues, ensuring knowledge sharing with L1 teams.
Handle complex technical incidents, ensuring timely resolution and minimal business impact.
Able to multitask when several critical issues happen simultaneously.
Participate in post-incident reviews to determine root causes and prevent future occurrences.
Quickly responds to incident alerts and support calls.
ldentifies, and coordinates with teams that are critical to the event's resolution.
Good understanding of Database.
Assist in system upgrades, patches, and configuration changes as needed.
Understanding of APls.
Understanding of Seq logs / Splunk etc
Collaborate with cross-functional teams to deliver efficient support and maintain a high level of customer satisfaction.
Ensure compliance with service-level agreements (SLAs) for incident resolution and performance metrics.
Strong communication skills with the ability to capture and articulate technical and non-technical details.

Qualification, Experience, and Skills:

Bachelor’s degree in Computer Science, Information Technology, or a related field.
2-4 years of experience in software support or technical support roles, with at least 1 year in L2 support.
Strong understanding of enterprise software platforms.
Proficient in troubleshooting software, databases (SQL), and application-related issues.
Experience with ticketing systems, incident management, monitoring tools etc.
Excellent communication skills and ability to manage multiple tasks under pressure.
Excellent problem-solving with a customer-focused mindset

Skills

SLA CRM Command Postman SEQ Logs MS SQL

Job Details

Industry:

Information Technology

Functional Area:

Software & Web Development

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Department:

Operations & Strategy

Job Location:

Karachi, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Degree Title:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Career Level:

Experienced Professional

Experience:

2 Years - 4 Years

Apply Before:

Jan 04, 2025

Posting Date:

Dec 20, 2024

Pakistan Single Window

Information Technology · 101-200 employees - Karachi

Pakistan Single Window (PSW) is an ICT-based system in Pakistan providing a single window for trade. PSW is a facility that allows parties involved in trade and transport to lodge standardized information and documents at a single-entry point to fulfill all import, export, and transit-related regulatory requirements. If information is electronic, then individual data elements need to be submitted only once. PSW will connect relevant government departments with each other and with economic operators like importers, exporters, customs agents, shipping agents, transporters etc, in Pakistan for efficient management of cross border trade. It will provide the ease and transparency in achieving compliance with relevant regulatory requirements, through an on-line facility, that will intelligently handle the information for each transaction without the need to provide same information more than once or to physically visit such government departments. Pakistan has committed to implement various provisions of World Trade Organization’s (WTO) Trade Facilitation Agreement that includes implementation of a National Single Window (NSW) system before February, 2022. Pakistan also needs PSW implementation to overhaul management of its external trade for reducing time, cost and complexity involved to improve its position in various global rankings on competitiveness and ease of doing business. Guiding vision and mission objectives: VISION: Pakistan will establish a world-class automated hub by 2022, offering services and creating efficiencies, to reduce cross border trade related costs, time and complications for improved trade facilitation and compliance. MISSION: Improve cross-border trader processing by providing centralized ICT based services, simplified processes, effective and reliable automation, harmonized data exchange and risk-based selectivity in enforcement of government’s regulations.