Application Support Engineer

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

Objective of the assignment:
The main role of the resource will be The resource will work in the take an active part in the technical support activities in particular to Eastern Europe and Balkan regions, requiring additional resources to meet the support demand from respective offices.

Tasks:
• Installation and configuration of WIPO Suite at Intellectual Property Offices
• Provide 2nd level support of the WIPO 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 the WIPO Software.
• Document, publish and share knowledge articles on support experiences as part of division’s online knowledge base.

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