Field IT Support Engineer L2

Burhani; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services company in Dubai seeks a proactive IT Support Specialist to provide onsite and remote assistance. The role focuses on delivering high-quality customer service and technical support while adhering to company standards and SLAs. Ideal candidates are quick learners with strong communication skills, aiming to resolve IT-related issues efficiently.

Qualifications

• Proactive and quick learner.
• Passionate about IT.
• Ability to provide high-quality customer service.

Responsibilities

• Provide onsite and remote support to customers.
• Document technical issues within support incidents.
• Communicate issue status clearly to customers.

Skills

Proficient communication

Problem resolution

Technical expertise

Job description

Candidate should be proficient in communication and capable of resolving IT-related issues promptly. The ideal candidate is proactive, a quick learner, and passionate about IT.

Responsibilities include providing onsite and remote support to customers with a focus on high-quality customer service and technical expertise.

Immediately escalate advanced cases to L2 and L3 teams.

Research, resolve, and respond to customer issues/support cases received via telephone, email, and web portal, adhering to company quality standards.

Document technical issues clearly within support incidents.

Evaluate issues and resolutions to contribute to the Technical Support Knowledgebase.

Provide timely follow-up to user questions according to established SLAs.

Utilize common sense, logical instructions, pre-established guidelines, and the knowledge base to perform job functions.

Acquire and maintain knowledge of existing and new products and services to deliver accurate and efficient customer support.

Communicate issue status clearly to customers in line with SLAs.

Lead customer issue resolution efforts by coordinating with various company divisions.

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