Support Engineer

Job Description

Title: Support Engineer

Company Name: BRAC IT Services Limited

Vacancy: --

Age: Na

Job Location: Dhaka (GULSHAN 1)

Salary: Negotiable

Experience:

• 1 to 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service
• Freshers are also encouraged to apply.

• Bachelor/Honors
• Masters

• 1 to 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service
• Freshers are also encouraged to apply.

• Strong interpersonal & influencing skills to drive & manage cross-functional teams and stakeholders.

• Proficient in Microsoft Office applications (e.g. Word, Excel, PowerPoint, etc.)

• Analytical ability and problem-solving skills with the ability to work under pressure.

• Adequate understanding of the basic business models and financial terms.

• Analytical ability in Accounts Reporting

• Ability to Prepare business documentation.

• Good understanding of SDLC, Application/Project Management Tools

• Basic knowledge of ERP Operation (Microfinance, Finance, Fixed Asset, Budget, Procurement, Etender & HRMS Modules)

• Good knowledge of client/end-user management

• Outstanding communication and negotiation ability

• Ability to meet deadlines

• Provide technical support to international clients, ensuring timely and effective resolution of issues.
• Communicate clearly and effectively in conversational English to understand and address customer concerns.
• Troubleshoot technical issues related to APIs, HTTP requests/responses, and system integrations.
• Collaborate with cross-functional teams to diagnose and resolve technical problems.
• Negotiate and mediate conflict situations with customers to achieve positive outcomes.
• Maintain detailed documentation of issues, resolutions, and best practices.
• Continuously improve support processes and contribute to knowledge-sharing initiatives.
• Identifying complex issues that require further investigation and escalating them to the appropriate technical teams.
• Maintain JIRA software for tracking issues and regular follow-up.
• Attend weekly and monthly scrum meetings via Microsoft Teams, skype or Google Meet.
• Prepare and share reports on a daily, weekly, and monthly basis.
• Proper communication with the peer group.
• Proper escalation of pending and critical items to the reporting line manager.