Senior Technical Consultant
Amman, Jordan 
+5 years of experience 
Apply by sending CV to: Recruitment@eastnets.com


JOB DESCRIPTION:

Deliver technical solutions that support the EN strategy and address the EN customer base requirements. Provide remote and onsite support to customers on the assigned implementations and support issues.

Plan and implement activities of designated projects to ensure that goals and objectives of the project are accomplished within the set timeframe. Ensure as well the implementation of the project’s functional design as set by the business implementation plan.

DUTIES/RESPONSIBILITIES:

  • Succeed in certifications per Swift and EastNets Certification Track within the deadlines set by the team leader/manager.
  • Responsible for successful on-site implementations of standard offerings.
  • Assist customers through remote support per rules and timelines of EastNets support contracts.
  • Document all customer interactions using the company’s support documentation templates and systems to maintain continuity, and follow up on open customer issues until their resolution.
  • Adhere to quality assurance and quality control processes for all EN offerings.
  • Follow the training guides outlined by the team leader/manager.
  • Provide support for different customer issues.
  • Maintain customer satisfaction rate higher than 4.2
  • Capture, define and document customer technical and system parameter requirements remotely.
  • Implement SWIFT & EastNets Solutions on customer’s site in accordance with EastNets standard implementation processes (Including Readiness Check and Trainings).
  • Develop and execute customer implementation test plans in a coordinated effort with the engineering team.
  • Maintain a professional and customer focused approach in all customer interactions.
  • Support the team leader and other team members as required.
  • Provide recommendations on technology upgrades.
  • Communicate all customer implementation and support interactions to team members.
  • Participate in designing, developing and supporting new offers as requested by the team leader.
  • Recommend and participate in the development of QA/QC processes with the development team.
  • Identify weakness/issue and recommend improvements in the company development process.
  • Support newly developed solutions
  • Train implementation and support staff.
  • Deliver product/service/solution training on as-needed basis.
  • Download and notify users of relevant Swift documents as requested by the team leader.
  • Attend engineering team meetings to coordinate activities
  • Provide backup and support for any implementation and support activity as requested by the team leader.
  • Plan deployments and technical designs with the immediate supervisor.
  • Ensure timely completion of projects and deployments
  • Coordinate new vendor technical presentations as requested by the team leader.
  • Work with selected vendors to test and develop new solutions for EN as requested by the team leader.
  • Complete 150 paid implementations per year.
  • Keep support backlog on minimal level.
  • Complete 90% of implementations successfully within set deadlines.
  • Develop and at least two technical documents to the knowledge base.
  • Register at least 3 leads per quarter including SCare.
  • Use CRM and EastNets intranet, complying 100% with the TSS and Support procedures.
  • Recommend improvements to customer communication, implementation and support processes and procedures.
  • Maintain communication on all technical and non-technical issues with other EN groups.
  • Deliver technical training as needed.
  • Keeps accurate and complete notes on all assigned tasks.
  • Work with management to determine departmental priorities.
  • Participate in companywide initiatives when assigned and where required.
  • Maintain weekly reporting upon the request of superiors.
  • Meet regularly with clients to identify objectives and needs. Define project scope and deliverables that support business goals. Collaborate with delivery team and analytics practice lead to deliver projects.
  • Collaborate with the team leader and the delivery team to identify expansion opportunities within assigned customer accounts.

QUALIFICATIONS:

1. Minimum 5 years of relevant industry experience (IT Field, Financial Markets, and Experience in the SWIFT unit of a bank).
2. Certifications: Windows, UNIX, MSSQL or Oracle.
3. Proven track in software installation and troubleshooting.
4. Proven track in networking, software installation and troubleshooting.
5. Managed working teams and successfully completed at least four major projects/implementations over.
6. Demonstrable ability to develop skills; to operate effectively within team dynamics and to achieve goals and administer trainings.
7. Familiarity with data encryption, security, firewalls, networking modem technology.

 
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