Technical Support Engineer – Mobile Data Network UAE

Chronos Consulting; Remote; AED 120,000 - 200,000; Full time

Job summary

A global mobile Internet solutions provider is seeking a Support Engineer in the United Arab Emirates. The ideal candidate will be responsible for providing technical support, troubleshooting customer issues, and documenting solutions. Candidates should possess a BSc/BA degree, have a minimum of 5 years of customer support experience, and be knowledgeable in networking protocols. A proactive and independent problem-solver with excellent communication skills in English is essential for this role.

Qualifications

• 5+ years of experience as a customer support/services engineer.
• Experience with global support organizations working with support teams abroad.
• International work experience and cultural awareness an advantage.

Responsibilities

• Provide technical support for customer issues and solutions.
• Take ownership of problems and ensure resolution.
• Document solutions and knowledge for the knowledge base.

Skills

Customer support processes

TCP/IP

Linux/Unix systems

Problem-solving

Education

BSc / BA degree or equivalent work experience

Tools

Networking tools

Scripting (perl / python / bash)

Job description

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

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

Requirements

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

Qualifications

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