Technical Support Engineer/Specialist
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الوصف الوظيفي Responsible for the deployment and configuration of systems/solutions at the customers’ site, and providing technical assistance and on-site training to customers. Job Responsibilities ▪ Act as the first point of contact with the customer for open cases. ▪ Gather enough information (logs and screenshots) on reported issues and perform detailed case analysis. ▪ Reproduce the reported case when applicable to improve the understanding of the exact issue. ▪ Rapidly respond to customers with case status, corrective actions, and time of implementation. ▪ Provide the customer with known workarounds and resolutions. ▪ Collect sufficient reporting requirements and forward enhancement requests to the associated Sales Account Manager. ▪ Escalate unsolved customer cases to associated Senior Technical Support and follow up on the case to assure proper closure. ▪ Escalate non-resolved issues to the team leader for the proper action. ▪ Ensure proper logging of cases in the knowledge database. ▪ Assist in installing patches/fixes through VPN connection and update the Site Map Document. ▪ Communicate with presales team and accept site structure. ▪ Communicate with Project Manager for project-related issues (PIP, deliverables, acceptance, project closure). ▪ Conduct site inspection, create SRD and communicate it with customer and Project Manager. ▪ Create final Site Map (Site Configuration Document) Handover document. ▪ Install and activate system/products provided by Globitel. ▪ Implement ATP on-site after each installation. ▪ Provide on-site product training to customers. ▪ Contact the product specialist for any problem, inquiry, fix or update needed through implementation. ▪ Implement major updates / fixes that require on-site involvement.. ▪ Follow up on the implemented site until there are no pending issues. المهارات - Minimum 2 years of experience in telecom technical support field - Advanced knowledge of Windows Operating System - Linux is a plus - Proper customer care knowledge to offer quality service and communication - Good knowledge of Oracle, SQL, VOIP technology, and Networking. - Basic knowledge of hardware installation and rack assembly - Troubleshooting skills - Business and technical writing skills - Presentation skills - Excellent communication skills in Arabic and English - Resident in Riyadh - Excellent at working under pressure تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/technical-support-engineer-specialist-4428291/ |
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