Technical Support Engineer

The Role: We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors, for the BD Team.
Will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which includes the build-out of new workflows, as well as updates and support/repairs of existing critical, time sensitive internal and B-2-B data transfers.

Responsibilities:

• Using client applications and tools and adapt to client processes.

• Understanding large scale architecture and communicate with different responsible parties.

• Researching and identifying solutions to software/hardware issues.

• Diagnosing and troubleshooting technical issues including.

• Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint.

• Filling xml templates to send cache requests.

• Tracking computer system issues through to resolution, within agreed time limits.

• Properly escalating unresolved issues to appropriate internal teams (e.g. software teams).

• Referring to internal database or external resources to provide accurate tech solutions.

• Ensuring all issues are properly logged.

• Prioritizing and managing several open issues at one time.

• Following up with clients to ensure their IT systems are fully functional after troubleshooting.

• Preparing accurate and timely reports.

• Documenting technical knowledge in the form of notes and manuals.

• Maintaining jovial relationships with clients.

Requirements:

• BS degree in Information Technology, Computer Science or relevant field.
• Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…).
• Understanding of Environment Variables.
• Scripting in Shell is required.
• Scripting in Perl is desired.
• Understanding of rsync and SSH keys.
• Intermediate JavaScript for batch workflows (Just file operations).
• Excellent verbal and written English communication skills.

This is a Remote position, working hours are from 7:00 PM to 3:00 AM Lebanon/Egypt time

Wakapi Web