Technical Support Engineer – Mobile Data Network UAE

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.