Technical Support Engineer
Confidential Company
Employer Active
Posted 3 min ago
Send me Jobs like this
Education
Bachelors in Computer Application(Computers), Bachelor of Technology/Engineering(Computers, Electronics/Telecomunication), Bachelor of Science(Computers)
Nationality
Any CIS National, Any European National, Any Anglophone National, Any GCC National
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
About your role:
As a First and Second Level Support Engineer at our IT Service Centre, you will be the first point of contact for all IT-related queries. This role requires working in rotational shifts to ensure 24/7 support coverage. You will deliver 5-star service to our internal users, ensuring their IT needs are met promptly and professionally, while also providing assistance to our external partners. Your focus will be on delivering exceptional customer experience, resolving issues efficiently, and escalating complex problems when necessary.
Key Responsibilities:
Respond to user inquiries via phone, email, or ticketing system.
Diagnose and resolve basic hardware, software, and network issues.
Escalate complex problems to second-level support when necessary.
Maintain accurate records of issues and solutions in the service management system.
Provide guidance and support for standard IT processes and tools.
Follow established SOPs to ensure consistent and high-quality service delivery.
Comply with security guidelines and policies at all times
Provide remote and on-site assistance to internal users and external partners.
Utilize and contribute to the knowledge base for efficient issue resolution.
Coordinate with application and service teams for escalations and complex problem-solving.
Prepare and submit accurate shift reports detailing activities and incidents.
Ensure adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
Demonstrate strong listening skills and patience when handling user concerns.
Review and analyze common complaints to identify trends and suggest improvements.
Maintain readiness to work overtime when required for operational needs.
Deliver exceptional customer service with a focus on professionalism and empathy.
Desired Candidate Profile
To excel in this role, you should have proven customer-facing experience, showcasing a friendly demeanor and a helpful attitude.
The ability to work in a fast-paced environment, manage multiple tasks effectively, and maintain composure under pressure is essential.
Strong English communication skills, both written and verbal, are required, while fluency in Arabic will be considered a valuable advantage.
You must demonstrate excellent interpersonal skills, adaptability, and the ability to collaborate seamlessly with team members in all situations.
This position requires flexibility to work in rotational shifts (including varying hours and days) and maintain readiness to work overtime when operational needs arise.
A Bachelor’s Degree or Diploma in Computer Science or a related field is mandatory, along with a minimum of 2 years of relevant technical support experience, preferably within an IT services environment and diverse operations. Industry certifications such as CCNA, MCSE, and ITIL Foundation will be considered a strong asset.
Employment Type
- Full Time
Company Industry
- Airlines
- Aviation
Department / Functional Area
- IT Hardware Support
- IT Hardware Repair & Maintenance
Keywords
- Systems Support Engineer
- Desktop Support Technician
- Technical Service Representative
- Technical Support Specialist
- ITIL
- Technical Support
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
Confidential Company