Associate Engineer - Tools

We are looking for an application support engineer to join our Clarity PPM support team. The ideal candidate will be responsible for providing technical support and assistance to end-users encountering Clarity PPM application issues and perform BAU tasks. This role involves troubleshooting, diagnosing, and resolving application problems, creating reports, assists users in audit requirements. The Engineer will collaborate closely with internal teams to ensure timely resolution of support tickets and maintain high levels of customer satisfaction.

How you will make an impact:

• Provide the application support to end-users via ticketing system, emails, or calls.
• Troubleshoot application issues reported by end-users and resolve them in a timely manner.
• Document and track support tickets, including all the steps taken and solutions provided, using our ticketing system.
• Escalate unresolved issues to relevant internal parties or third-party consultants on following established procedures and protocols.
• Assist in the patching activities and configuration of software application for end-users.
• Educate end-users on how to effectively use Clarity PPM application and troubleshoot common problems independently.
• Maintain up-to-date knowledge of our products and services, as well as industry trends and best practices.
• Contribute to the continuous improvement of support processes and procedures.

 What we look for:

• Bachelor's degree in information systems, Information Technology or an equivalent qualification.
• Basic understanding of Java-based development.
• Good understanding of client/server applications, relational databases, and web-based applications.
• 06 months – 1-year of experience in a technical support role in a customer-facing environment is a plus (preferably in service desk).
• Prior experience with Clarity PPM Application and its integrations will be an added advantage.
• Knowledge in GEL scripting, XML Open Gateway (XOG), data-exchange protocols (Web services, APIs, FTP, etc.), ITSM will be an added advantage.
• Understanding of Agile methodologies and familiarity with JIRA.