APPLICATION SUPPORT ENGINEER - RFX-674

Profile Standard Application Support, IP Office Business Solutions Division

• Education and Certification Required:
• • University degree in information technology, business administration, management or related field.
• • AWS certified cloud practitioner or higher
• Skills Set Required:
• • Working knowledge of relational databases; SQL programming; Java and application servers.
• • Analytical skills: Ability to diagnose & conclude systems and operational issues
• • Knowledge of operational management, metrics-based processes and service delivery under ITIL
• Experience Required:
• • 5+ years’ experience in deployment of information systems and services, particularly in developing countries.
• • Working Experience with ticketing system(s), including issues’ prioritization, escalation and administration.
• • Systems’ deployment and/or support on the cloud for government departments or large corporations

Tasks:
• Installation and configuration of Suite 
• Provide 2nd level support of the systems including fixes, upgrades and maintenance
• Coordinate with development team on issues requiring changes in the software to meet customer needs.
• Conduct user and technical training to improve customer ability on the use and administration of Software.
• Document, publish and share knowledge articles on support experiences as part of division’s online knowledge base.

• Deliverables:
• • Suite upgraded or deployed for the benefit of Intellectual Property Offices of member states..
• • Offices’ staff are trained on the use and administration of the Suite
• • Issues on the use of Suite are addressed in time and quality as per the support terms to member states.
• • Reference documentation, including technical and user guides, are made available in-line with formats and at administrated content management systems for user and institutional knowledge.