Support Engineer

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

Job summary

A leading computer software company in Dubai is seeking a dedicated Support Engineer to provide technical support and troubleshooting assistance to clients. The ideal candidate will have a Bachelor's degree in Computer Science or IT and a proven background in technical support roles. Strong problem-solving abilities and effective communication skills are essential for ensuring customer satisfaction. The role involves responding to inquiries, documenting issues, and collaborating with teams to improve service quality.

Qualifications

• Proven experience in technical support, help desk, or similar role.
• Strong understanding of software and hardware products.
• Ability to troubleshoot technical issues.

Responsibilities

• Serve as the primary point of contact for customer inquiries and technical issues.
• Respond to customer support tickets and troubleshoot software and hardware problems.
• Provide timely and effective solutions to customer issues.

Skills

Problem-solving skills

Attention to detail

Customer satisfaction

Communication skills

Interpersonal skills

Analytical skills

Teamwork

Organizational skills

Time management

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

CRM systems

Customer support tools

Job description

BlackStone eIT, a leading computer software company, is looking for a dedicated and skilled Support Engineer to join our team. As a Support Engineer, you will play a vital role in providing technical support and troubleshooting assistance to our clients. Your strong problem-solving skills, attention to detail, and commitment to customer satisfaction will contribute to our continued success and customer loyalty.

Responsibilities

• Serve as the primary point of contact for customer inquiries and technical issues.
• Respond to customer support tickets and troubleshoot software and hardware problems.
• Provide timely and effective solutions to customer issues, ensuring their satisfaction and success.
• Document customer interactions, issues, and resolutions in a CRM or support ticketing system.
• Assist customers with software installations, configurations, and updates.
• Offer guidance and training to customers on how to effectively use our software products.
• Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
• Identify and elevate recurring technical issues to the appropriate teams for further investigation and resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, help desk, or a similar role.
• Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills to interact effectively with customers.
• Familiarity with customer support tools and CRM systems.
• Strong problem-solving and analytical skills.
• Attention to detail and a commitment to delivering high-quality results.
• Patience, empathy, and a customer-oriented mindset.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.