Managed Services Application Engineer

Position Summary: 

This candidate plays a critical role in providing expert consulting, troubleshooting, and configuration support to customers utilizing the N4 Terminal Operating System (TOS) product. This position involves delivering both IT and operational support to customers, closely monitoring the health and performance of client software, and proactively notifying customers of potential issues to ensure optimal system performance. 

Role and Responsibilities:

• Monitor and diagnose the performance of N4 TOS software and associated systems. 

• Consult with customers to troubleshoot and resolve reported issues related to N4 TOS software. 

• Review and administer customer software setups and configurations, ensuring alignment with best practices. 

• Respond to and resolve customer inquiries in accordance with service Level Agreements (SLAs), maintaining high standards of service delivery. 

• Standby for critical P1 incidents, with availability to work weekends or shifts as necessary to support customers 24/7. 

Qualifications: 

• Bachelor’s degree or relevant college qualification. 

• Minimum of 3 years of experience as a services consultant or support engineer for mission-critical enterprise software or in a related field. 

• In-depth technical expertise with a proven ability to troubleshoot incidents effectively. 

• Highly self-motivated and detail-oriented with a focus on achieving results. 

• Strong analytical and problem-solving capabilities. 

• Ability to prioritize tasks effectively in high-pressure environments. 

• Strong customer service orientation, ensuring customer satisfaction.

Knowledge, Skills and Abilities: 

• Experience in the maritime or logistics industry is highly desirable. 

• Familiarity with N4 Terminal Operating System (TOS) is a significant advantage. 

• Experience working in distributed, virtual teams, demonstrating effective collaboration. 

• Positive attitude and strong work ethic, with a commitment to excellence. 

• Professional demeanour, personality, and communication skills. 

• Effective verbal and written communication abilities, facilitating clear information exchange. 

• Excellent organizational and multitasking skills, ensuring efficient workflow. 

• Outstanding customer service and follow-up skills, promoting strong customer relationships. 

• Strong listening skills to understand customer needs and concerns. 

• Proven ability to complete tasks and meet deadlines consistently. 

• Demonstrated pride in work, team, and company objectives. 

• Exhibits relentless energy and enthusiasm in professional endeavours.

• Ability to work effectively in a team environment and follow instructions accurately. 

• Multilingual capabilities are a plus.

This role is ideal for a dedicated IT professional looking to support the operational success of customers by ensuring the reliability and performance of critical software systems in a fast-paced, customer-centric environment.