Associate Support Engineer – Induction

Role

• Join the support and implementation team with intensive training in its technologies. Assist customers during assigned shifts by phone, email, remotely and on site when necessary, including technical support, network administration and troubleshooting.

Responsibilities

• Provide first-line helpdesk support and tier-one telephone assistance for software applications. Troubleshoot the basic software issues covered by training.
• Record calls, incidents and requests accurately in the helpdesk system; route cases and alert technicians promptly to critical issues.
• Communicate clearly with different users, diagnose their problems and offer suitable solutions.
• Coordinate between customers and technical teams while protecting confidential information and maintaining customer trust.
• Help the team achieve shared results and perform other duties connected with the work.

Qualifications and requirements

• Recent graduate or up to one year of experience, with a BSc in computer information systems or a related discipline.
• Availability for shifts from 4:30 pm to 1:00 am, midnight to 8:30 am, or 8:00 am to 5:30 pm.
• Willingness to travel, work additional hours and relocate when required.
• Excellent spoken and written Arabic and English.

Technical knowledge

• Knowledge of Oracle, MS SQL and PostgreSQL databases, and Unix/Linux and Windows operating systems.
• Knowledge of Docker, Kubernetes, DevOps techniques and application servers such as Apache Tomcat, WebLogic and WebSphere.
• Familiarity with networking, high availability, disaster recovery, and backup and recovery strategies.

Professional skills

• Strong customer service and interpersonal skills, with attentive listening and the ability to explain resolutions to end users.
• Integrity, ethical conduct, commitment to company values and respect for cultural differences.

Location and application

• On-site in Amman, Jordan. Apply through ProgressSoft’s official application form with a resume and the requested information.