Software Developer

Job Title

Software Support Engineer

Job Summary

The Technical Software Engineer for Application supports, maintains, and troubleshoots Application Programs that enable day-to-day business operations. This role ensures the availability, performance, and security of retail applications,

Key Responsibilities

• Provide first- and second-level technical support for ERP and Online Order systems.
• Monitor and support applications, databases, and system integrations.
• Diagnose and resolve software issues within agreed service levels (SLAs).
• Respond to incidents, service requests, and escalations through the IT service management system.
• Monitor system performance and proactively identify potential issues.

Provide end-user training and guidance on retail systems and applications.

Required Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.

Familiarity with SQL databases and basic database troubleshooting.

• Experience with ITSM tools such as ServiceNow, D365 service management, Freshdesk ticket management, or similar.

Preferred Skills

• Knowledge of ERP system applications.
• Basic understanding of virtualization and cloud platforms.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong documentation and organizational skills.
• Team player who can work independently.
• Attention to detail and commitment to service quality.

Working Conditions

• Office environment.
• .

Performance Indicators

• Incident resolution within SLA targets.
• System uptime and availability.
• Customer satisfaction (CSAT) scores.
• First-call resolution rate.
• Successful completion of system deployments and upgrades.
• Accuracy and completeness of technical documentation.