Technical Support Engineer – Mobile Data Network UAE

Chronos Consulting; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a skilled Support Engineer to join their Global Support and Maintenance group. This role involves providing technical support for innovative mobile Internet solutions, ensuring customer satisfaction by resolving issues efficiently, and documenting knowledge for future reference. The ideal candidate will have a strong background in networking and Linux/Unix systems, along with excellent communication skills. If you're a self-motivated problem-solver who thrives in an international environment, this opportunity is perfect for you. Join a dynamic team and contribute to enhancing mobile Internet services globally.

Qualifications

• 5+ years of experience as a customer support/services engineer.
• Knowledge in networking and Linux/Unix systems is a must.

Responsibilities

• Responsible for technical support of the company’s products and solutions.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.

Skills

Customer support processes

Networking (TCP/IP, switching, routing)

Linux/Unix systems

Scripting (perl/python/bash)

Problem-solving

Communication skills

Self-motivation

Teamwork

Education

BSc/BA degree or equivalent work experience

Job description

Our client is a global provider of intelligent mobile Internet solutions that enable operators to improve quality, reduce network operational expenses and manage and monetize the mobile Internet.

As part of the Global Support and Maintenance group, the Support Engineer will be:

1. Responsible for the technical support of the company’s products and solutions.
2. Take ownership of customer issues reported and see problems through to resolution on site or remotely.
3. Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
4. Resolve time critical deployment and production issues.
5. Provide customer support, technical issues resolution and improvements within the agreed SLA.
6. Provide prompt and accurate feedback to customers.
7. Ensure proper recording and closure of all issues.
8. Prepare accurate and timely reports.
9. Document knowledge in the form of knowledge base tech notes and articles.
10. Participate in providing training to customers as required.
11. Participate in the On-Call duty rotation.

Requirements:

1. Flexible location.
2. Experience with customer facing activities in an international environment.
3. Knowledgeable in customer support processes, tooling and troubleshooting.
4. Knowledge in networking: TCP/IP, switching, routing – Must.
5. Experience with Linux/Unix based systems – Must.
6. Experience in the mobile and Telco markets (working with telco providers) – advantage.
7. Experience with load balancers – advantage.
8. Knowledge with VM environments, NFV and SDN – advantage.
9. Scripting knowledge (perl/python/bash) – advantage.
10. Self-learning and self-motivated.
11. Solve problems independently and creatively.
12. Team player and capability working with cross company teams abroad and in the HQ.
13. High level of communication and reporting.
14. Excellent communications skills in English (read and write).

Qualifications:

1. BSc/BA degree or equivalent work experience.
2. 5+ years of experience as a customer support/services engineer.
3. International work experience and cultural awareness an advantage.
4. Experience with global support organizations working with support teams abroad.