24x7 Banking Support Engineer - First Line

Giesecke+Devrient; Dubai; On-site; AED 150,000 - 230,000; Full time

Job summary

Giesecke+Devrient is seeking a proactive First Line Support specialist in Dubai to handle inbound customer requests via phone and email, document incidents, and resolve 70-80% of issues at first contact. The role requires a Computer Science or related degree and at least 4 years of support experience, with strong communication and problem-solving skills.

You will operate in a 24x7 environment and work with diverse teams.

Qualifications

• Computer Science or related degree and 4+ years’ experience in a customer support role.
• Excellent verbal and written communication and interpersonal skills.
• Strong analytical and problem-solving abilities with multitasking and organizational skills.
• Detail-oriented, persistent, and able to lead and work in a team.
• Professional demeanor and sound judgment when handling business information.
• Experience setting up database servers, application servers and reporting servers.
• Knowledge of operating systems and databases including Windows, MS SQL, Oracle, IBM Websphere/JBoss.
• Working knowledge of Java, .NET, C# and ability to collaborate in multicultural teams.

Responsibilities

• First Line Support: receive inbound requests via phone or email and log incidents.
• Gather information from end users to diagnose issues and determine root cause.
• Escalate unresolved incidents to L2 following documented procedures.
• Provide real-time responses and solutions of limited complexity.
• Escalate complex problems to In-house Second Level Support.
• Maintain regular communication on status of requests and progress.
• Document all issues in the ticketing system and keep stakeholders informed.
• Prepare reports for customer communication and maintain customer relationships.
• Stay up-to-date with product knowledge and create relevant documentation.

Skills

Customer support

Communication

Analytical thinking

Problem solving

Multitasking

Teamwork

Judgment

Detail oriented

Interpersonal skills

Professional conduct

Education

Computer Science or related degree

4+ years in customer support

Tools

MS SQL 2022

Oracle 19C

IBM Websphere

JBoss

Windows 11

Windows Server 2015

Java

.NET/C#

Database administration

Job description

Giesecke+Devrient is seeking a proactive First Line Support specialist in Dubai to handle inbound customer requests via phone and email, document incidents, and resolve 70-80% of issues at first contact. The role requires a Computer Science or related degree and at least 4 years of support experience, with strong communication and problem-solving skills.

You will operate in a 24x7 environment and work with diverse teams.