Technical Support Engineer

Info Resume Edge; Dubai; On-site; AED 100,000 - 120,000; Full time

Job summary

A technology solutions provider is seeking a Technical Support Specialist based in Dubai. The role involves diagnosing software, hardware, and network issues while providing outstanding customer support through various channels. Candidates should have a Bachelor's degree in Computer Science or a related field and at least 2 years of experience. Familiarity with ticketing systems and cloud services is preferred. Strong communication and problem-solving skills are essential.

Qualifications

• 2 years of experience in technical support or IT support roles.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Proficiency in troubleshooting network configurations and protocols.

Responsibilities

• Provide technical support to customers via phone, email, and live chat.
• Diagnose and troubleshoot software, hardware, and network issues.
• Document issues, resolutions, and maintain knowledge base articles.

Skills

Problem-solving mindset

Attention to detail

Strong analytical skills

Excellent communication skills

Interpersonal skills

Education

Bachelors Degree in Computer Science or related field

Tools

Jira

Zendesk

ServiceNow

AWS

Azure

Google Cloud

Job description

Key Responsibilities

• Provide technical support to customers via phone email and live chat.
• Diagnose and troubleshoot software hardware and network issues.
• Document issues resolutions and maintain knowledge base articles.
• Escalate complex problems to appropriate teams while maintaining ownership until resolution.
• Assist with software installations configurations and updates.
• Collaborate with engineering and product teams to report bugs and feature requests.
• Conduct training sessions for clients to enhance product understanding.
• Monitor system performance and provide proactive maintenance suggestions.

Qualifications

• Bachelors Degree in Computer Science Information Technology or related field (or equivalent experience).
• 2 years of experience in technical support or IT support roles.
• Strong understanding of operating systems (Windows macOS Linux).
• Proficiency in troubleshooting network configurations and protocols.
• Experience with ticketing systems like Jira Zendesk or ServiceNow.
• Familiarity with cloud services (AWS Azure Google Cloud) is a plus.
• Excellent communication skills and a customerfirst attitude.
• Ability to work independently and as part of a team.

Skills & Competencies

• Problemsolving mindset with strong analytical skills.
• Attention to detail and strong documentation skills.
• Ability to work under pressure and handle multiple tasks simultaneously.Excellent interpersonal and customer service skills.
• Adaptability to rapidly changing environments and technologies.