The PSE serves as a technical product expert in ITG’s portfolio of software products; Highly proficient in product use, product deployment, and resolution of technical support issues; delivers onsite support/consulting services at customer locations and remote engagements; adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline; and proactively supports the success of ITG Software teams; works from written specifications and pre-established guidelines to perform the functions of the role. Provides subject matter, business-process expertise, and technical leadership; leads client support tasks/projects to successful completion.

Responsibilities

• Provide onsite and remote setup, installation, configuration and training of ITG Software products.
• Facilitate the customer engagement process including identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
• Make recommendations to enhance the likelihood of customer success, including system configuration, workflows, remediation of defects, application usage, enhanced product features and improvements to the implementation of ITG Software products.
• Identify and report software defects to development teams via bug tracking system.
• Translate complex business, functional and technical requirements into detailed work/development tasks; prepare Project Scope statements.
• Participate in the RFP response process by developing and compiling documentation.
• Estimate the duration of product deployment and training tasks.
• Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product line.
• Prioritize and organize support tasks in order to contribute to meeting project and product deployment goals on time and on-budget.
• Provide ongoing technical support for assigned accounts; manage customer communication and expectations.

Skills Required

• Solid hands-on experience in the following languages/tools/environments:
• Networking (cabling, IP addresses, configuration)
• Software deployment/installation
• Windows IIS (Installation, administration, manage Sites, SSL, backup/restore)
• Windows Server 2008 / 2012
• Clustering / Load Balancing (NLB)
• Database Knowledge (Backup/restore import/export, execute scripts, update tables/records, database security, manage DB jobs).
• Excellent written and verbal communication skills (English / Arabic).
• Excellent presentation skills.
• Knowledge and experience with build and release management. 

Qualifications

• Bachelor's degree in computer science or equivalent.

• Minimum of 4 years IT Support experience.