Product Sustenance Engineer
Job Description
We are seeking a technically skilled Senior Product Sustenance Engineer with experience in IT support and hands-on expertise in Support of product applications. The ideal candidate will be responsible for diagnosing and resolving technical issues, supporting end-users, and automating tasks to improve operational efficiency.
Key Responsibilities:
- Provide 1st and 2nd line technical support for LIMS application.
Design, write, and debug scripts to automate workflows, customize user interfaces, and enhance functionality within the LIMS platform. - Maintain documentation of issues, solutions, and procedures.
- Collaborate with other IT teams to escalate and resolve complex problems.
- Ensure compliance with IT policies and data security standards.
Required Skills & Qualifications:
- Experience in IT support or helpdesk roles.
- Proficiency in VBScript for automation and task scheduling.
- Strong knowledge of Windows environments and networking fundamentals.
- Experience in writing SQL queries.
- Familiarity with ITIL practices and ticketing systems.
- Excellent problem-solving and communication skills.
- Ability to work independently and manage multiple tasks.
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
SPECIFIC ASSIGNMENTS:
- Route tickets to the correct queue inside BMC Helix/Service now
- Track ticket status and follow up or escalate tickets that remain unresolved for too long
Not all locally submitted tickets are in English. - The candidate should be able to manage this situation, for example by using automated translation tools to understand and process such tickets.
REQUIRED EXPERIENCE AND SKILLS:
Experience:
- Professional experience in software support
- Proven experience in using ticketing tools on BMC Remedy/service now
- Strong knowledge and hands-on experience with synchronous and asynchronous communication.
- Knowledge of modern software development methodologies and tools.
- Strong troubleshooting and debugging skills.
- Good working knowledge of MSSQL – SQL, T-SQL etc.
- Experience with usage of TFS
- Familiar UI testing and Unit Testing (MS Test/ Jasmine/ MOQ/ NUnit/ Karma etc.)
Skills:
- Excellent communication and debugging skills
Responsibilities
- Route tickets to the correct queue inside BMC Helix/ Service now
- Track ticket status and follow up or escalate tickets that remain unresolved for too
- He must support 1st level support of applications.