Field IT Support Engineer L2

Burhani; Dubai; Hybrid; AED 89,000 - 134,000; Full time

Job summary

Burhani is seeking a proactive IT support professional in Dubai to provide onsite and remote assistance with strong customer service and technical knowledge.

You will resolve IT issues quickly, document incidents, escalate advanced cases to L2/L3, and contribute to our knowledge base while meeting SLAs and following defined processes.

You will listen to customers, ask the right questions, and coordinate with internal teams to deliver effective resolutions and maintain high service quality.

Qualifications

• Must have good communication and the ability to resolve IT issues quickly.
• Proactive and quick learner with passion for IT.

Responsibilities

• Provide onsite & remote support to customers with high service quality and technical expertise.
• Immediate escalation of advanced level cases to L2/L3 teams.
• Research, resolve and respond to customer issues via telephone, email and web portal per quality standards.
• Document technical issues within support incidents clearly.
• Contribute to the Technical Support Knowledgebase with evaluations of issues and resolutions.
• Provide timely follow-up to user questions per SLAs.
• Acquire and maintain knowledge of products and services to deliver accurate support.
• Communicate issue status to customers per SLAs.
• Lead by coordinating with different company divisions to resolve issues.
• Listen, ask probing questions, collect data, and synthesize a resolution plan.

Skills

Communication skills

IT issue resolution

Proactive

Quick learner

Customer service

Job description

Candidate should be good in communication and be able to resolve IT related issue as soon as possible. He should be proactive and quick learner and should have passion for IT.

Provide onsite & remote support to customers with a high degree of customer service quality and technical expertise

Immediate escalation of advancedlevel cases to L2 L3 team

Research resolve and respond to customer issues / support cases received via telephone email andweb portal in accordance with company quality standards.

Clearly document technical issues within support incidents.

Evaluation of issues and resolutions for contribution to the Technical Support Knowledgebase

Provide timely followup to user questions according to established SLAs

Use common sense logic instructions preestablished guidelines and the knowledgebase to performthe function of the job

Acquire and maintain knowledge of existing and new products and services in order to provideaccurate and efficient customer support

Clearly communicate issue status to customers in accordance with defined SLAs

Take on a leadership position in resolving customer issues by coordinating with different companydivisions.

Listen attentively to the customer ask probing questions determine minimum data set ofinformation required analyze information and synthesize it into a resolution plan.