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24.01.2020, Ref.#: DHLESS3
★★★★★ 3rd Level Support Specialist, DHL Enterprise Software Solutions / DHL Logistics Bulgaria Ltd
Месторабота София; Постоянна работа; Пълно работно време
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3rd Level Support Specialist

DHL Enterprise Software Solutions is the first and only DHL Freight R&D team in Bulgaria. Our main project is relying on the development of the new Freight Transport Management System. The goal is to have one integrated system that will replace all existing systems in more than 32 countries with DHL's terminals. The proper architecture of the new TMS system together with its scalability and capability to support future business continuity are crucial for further rollouts on a global scale. This ambitious endeavor involves different aspects of the logistics world and encompasses the entire business transaction cycle.

Since its inception, the team has been involved not only in the implementation of the business logic behind the project, but also in the overall technological evolution of the frameworks and development processes, as an example by adding containerization as a standard element of the Devco Pipeline.


Overall Job Purpose:

3rd Level Application Support engineer delivers high level technical support for software applications and technologies to a specific target audience according to the needs of the business. The engineers understand high-level technologies, and help to interpret feedback from end users or address other issues as necessary. They play a very active role in testing the applications and releases and detecting errors in code.

Main Tasks and key responsibilities:

• Taking ownership of technical issues, and working with our Development team to resolve more advanced issues when necessary;
• Resolving escalated customer complaints without the need for team lead intervention;
• Documenting troubleshooting and problem resolution steps;
• Participation in providing training to customers as required.

Qualifications:

• Bachelor degree in Computer Science or relevant;
• Experience supporting and troubleshooting multi-layer Java enterprise applications;
• Strong analytical skills;
• Good knowledge of Java and preferable Oracle RDMS;
• Experience in monitoring applications;
• А good understanding of how complex applications and operating systems work;
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
• The ability to work well in a team;
• Problem solving skills;
• A very strong customer focus;
• The ability to prioritise your workload;
• Attention to detail;
• Be flexible and pragmatic.

KPI’s:

• Timely delivering the developed solutions for issues;
• Proper Documentation;
• Initiatives leading to improvement of the application;
• Customer (key-user) Satisfaction.

We will be happy to meet and discuss the opportunity to become a part of the company's IT transformation with motivated and competent support engineers.

Please keep in mind that only short list of candidates will be contacted.
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