Service and Support Engineer

Responsibilities:
• Ensure a high quality of service is provided to our end customers
• Manage and attend weekly meetings with our back-end support staff to follow-up on their issues and requirements.
• Maintain confidentiality, integrity and availability of information in line with DTWORLD’s information security policies and procedures
• Provide useful suggestions to enhance JIRA’s dashboards and services for our end customers.
• Participate in internal meetings for new and enhanced products and provide useful commentary on ways to enhance them.
• Review technical support requirements between Support and Development Implementation teams, with a view to create efficient support solutions
• Ensure that all issues are resolved according to the agreed up on SLA times.
• Coordinate, follow up and report back on all incidents transferred to 3rd line support (product developers and infrastructure)
• Achieve results through acknowledged technical, communication and leadership ability.