Senior Professional Services Engineer

The PSE serves as an 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 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 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.

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