Field IT Support Engineer L2

Burhani; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

An IT service company in Dubai is seeking a proactive IT Support Specialist. This role involves providing onsite and remote customer support with a focus on quality and technical expertise. Candidates should demonstrate strong communication skills and a quick learning ability to ensure the efficient resolution of IT-related issues. The selected individual will follow established SLAs and escalate advanced cases as necessary. A passion for IT is crucial for success in this position.

Qualifications

• Strong communication skills and the ability to resolve IT-related issues quickly.
• Proactive approach and passion for IT.

Responsibilities

• Provide onsite and remote support to customers with high service quality.
• Escalate advanced cases to L2/L3 teams promptly.
• Document technical issues and follow up according to SLAs.
• Acquire knowledge of products and maintain accurate support.
• Coordinate with different divisions to resolve customer issues.

Skills

Communication skills

Proactive problem-solving

Quick learning

Customer service orientation

Job description

Qualifications

• 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.

Responsibilities

• 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.