SUPPORT ENGINEER

To continue our growth, we are hiring new talents. To work on our ERP Agency system, enriching its functionality and developing new modules as it is deployed worldwide. The team will build high-quality, innovative, and fully performing software that complies with our coding standards and technical design.

Within this team, we are looking for a Support Engineer which mission is to recommend and facilitate the design, development, testing, roll out, run and evolutions of the implementation, distribution and maintenance of Client- Server software applications. Candidate will be responsible for business analysis and day to day application care for our international clients. Some tasks may require testing user interface (not code testing).

This position requires basic knowledge of SQL databases or any other relational databases, working knowledge of Microsoft Windows operating systems (including servers 2012-2019). Also, ability to use Microsoft Office Suite and Remote Connection tools ( Remote Desktop, Remote Administrator, Remote Desktop Manager).

He/she contributes with the Scrum Team and provides support throughout the entire rollout life cycle to ensure that the product meets company’s goals, business needs and requirements.

Key Responsibilities
Support the Development Team in a daily basis to bring all details needed by the Developers; provide specifications or descriptions of the work items. Communicate with MSC agencies users, assess problems, and gather all the information that could help addressing it Troubleshoot and identify potential solutions to the problem. When needed, liaise with development teams for code changes
Contribute to the Design and structure the test plan, test cases in relation to product backlog items
Help in refining the requirements by contributing to acceptance tests
Execute tests
Be an active contributor in the development of training material, processes documentation and Gap Analysis, for production release as well as for migration and transition.
Support the Key Users in testing activities, providing guidance and listening to their enquiries.
Post Go Live support, with end users and with Development/ Support teams; problem solving with sense of urgency.
Develop a mutually respectful working relationship with all staff to ensure a strong Team effort in all activities.
Provide timely, complete and accurate responses to all Program Customers’ questions and inquiries in a positive and constructive manner.
Should keep self-updated with the current trends in the maritime and logistic industry as well as in Project Management methodologies by reading related magazines and periodicals participating in related seminars as required.

Qualifications And Experience
Proven ability and commitment to high standards of customer service
Knowing ITIL processes
Having worked in the L1/L2 support area, preferably in large companies
Understands application integration processes
Analytical skills, tolerance of ambiguity, open minded
Willing to learn new technologies
Is dynamic, mature, team spirited
Team Player, has excellent relational and communications skills
Is willing to participate in on-call duty
Strong communication skills in English
Availability for travel as required

What we offer

We offer a range of benefits including new Learning opportunities, a comprehensive Welfare System, Life and Health Insurance, Modern Workstation and Discounts within the MSC group.

Moreover, MSC Technology Italy fosters a culture of innovation and wellbeing by simultaneously pursuing various initiatives. These include Meetups, Technical and General Events such as Gaming Tournaments, Company Charity Initiatives and a Sustainability program designed to benefit all employees.

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.