IT Technical Support Engineer

We are looking for a Technical Support Engineer / Consultant to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction. The right candidate will be an empowered self-starter familiar with working in a fast pace environment. The position will have the responsibility to work with customers directly to resolve technical and other issues and to analyze and report on customer satisfaction of products, services, and processes.

Responsibilities:

• Providing 1st and 2nd line technical support on the products; answering support queries.
• Visiting customer sites to troubleshoot problems that can’t be fixed remotely.
• Active participant in the customer support center, work with customers to provide a wide variety of technical issues inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
• Document and report on the status of major issues, tech center operational status, etc.
• Weekend and out-of-hours working will sometimes be necessary.
• Understand the requirements of the customer to provide the suitable solution.
• Conduct Proof-of-Concept and demos for the customers and partners.

Requirements

Required Skills:

• Windows/Mac/Linux OS deployment and support.
• LAN Troubleshooting and Support systems administration.
• Experience with Cisco IOS (CLI).
• Experience with server administration (Windows/Linux).
• Experience with Audio/Visual or Video Conferencing support.
• Minimum 3-5 Years of Technical Services experience in the networking space.
• Possess excellent listening and people management skills.
• Strong communication and presentation skills in verbal and written English
• Must be willing to learn new skills, be a self-started and team player.
• Ability to organize and prioritize responsibilities effectively in order to meet deadlines.
• Ability to work effectively with a wide variety of people.
• Experience with Data Cabling / Computer Facilities maintenance.
• Good understanding about TCP/IP, DHCP, VLANS, OSI Model, DNS, Active Directory, HTTP/S, SSL/TLS, System and Network basics.

Desirable Requirements:

• Microsoft Certification
• CCNA
• Experience with Enterprise AV solution, DLP solution, Vulnerability management tool is a plus.

Location:

• Dubai Based – Travelling will be required as we cover different part of the world