IDS is looking for an experienced Technical Support Engineer willing provide professional technical support on IT systems as well as implement client-server applications developed by IDS. Experience on Microsoft products and standard applications and on implementing ready-made financial applications for at least 2 years is a must. Good attitude towards fellow IDS engineers as well as clients is also required.
Requirements
- Receive training on all needed IDS applications especially on Libra Financials
- Prepare demonstrations on required applications
- Analyze and understand client business process
- Prepare implementation plans and manage client accounts
- Implement IDS packages along with Microsoft products and solutions
- Provide training, support, and follow-up on IDS applications
- Guide and direct the customer's technical staff
- Insure optimal performance of software at client's site
- Warn client about potential dangers, crashes, or malfunctions related to software and/or hardware
- Send letters to clients defining problems and proposing appropriate solutions whenever system and/or application upgrades are performed.
- Provide consultancy to clients
- Train fellow customer support members on old and newly developed issues (exchange of expertise)
- Prepare training schedules for clients and fellow customer support engineers
- Meet clients to study their business and suggest and deliver solutions
- Receive by phone clients' complaints, visit them to resolve technical problems (if the problem couldn't be resolved over the phone), and provide answers and optimal solutions.
- Follow up with IDS development team for clients' modifications, bugs, new development, or any related issues
- Contact hardware vendors to obtain prices and study their offers
- Attend vendor's conferences
- Take full responsibility for any delays due to mismanagement, lack of expertise, or reasons of the sort
- Report to customer support leader client related problems
- Prepare service reports
- Provide customer support leader with new ideas about enhancing the Customer Support department by assessing the current situation and visualizing optimal strategies
- Handle direct after-sale contacts with clients
- Schedule training for customers and determine the material needed in coordination with the customer support leader
- Follow up with clients after training to ensure optimal training results
careers@ids.com.lb
