Technical Support Engineer

No of Resource - 1
Availability - 15 to 30 days
Location: Abu Dhabi
Industry - Government Services
Email - hr@staffconnect.ae
WhatsApp - +971 529421270

Job Description :-

- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Ensure all issues are properly logged
- Prepare accurate and timely reports
- ITSM process analysis and improving the workflow to ensure smooth support cycle between IT, Customers and Stakeholders
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity.

Technical Skills :-

- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, IT support or as a technical engineer specially in support customer digital channels and services.
- In-depth knowledge in the product that the technician is supporting.
- Strong problem-solving skills
- Arabic Speaker (Must
- Full work proficiency level in English
- Excellent written and verbal communication skills
- Analytical thinking