Senior Maintenance And Support Engineer

Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction. Responsibilities Handles, investigates and reports complex support requests; additional responsibilities include: Identifying, recording and classifying problems of high complexity and impact. Leads joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements. As necessary, provides on-site deep technical support in the customer environment. Drives / resolves requests escalated from M&S team members and / or customers. Provides deep technical advice and support for less experienced team members. Analyzes trends to determine root causes and recommends corrective action. Communicates with customer in order to de-escalate critical issues, Contributes to M&S best practices to improve overall performance. Proactively identifies potential critical issues (before business escalation). Ensures overall tickets quality and team workload prioritization. ⁠Required Qualifications Diploma or equivalent work experience required. Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Maintenance and Support Engineering. Good business English skills (Written and spoken).