Technical Support Engineer – Mobile Data Network UAE

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

Job summary

A global provider of mobile Internet solutions is seeking a Support Engineer to provide technical support and resolve customer issues both remotely and on-site. The ideal candidate has over 5 years of customer support experience, knowledge of networking, and excellent communication skills in English. This role offers a flexible location.

Qualifications

• 5+ years of experience as a customer support/services engineer.
• Experience with load balancers is an advantage.
• Good understanding of VM environments, NFV, and SDN is preferred.

Responsibilities

• Provide technical support for the company’s products and solutions.
• Take ownership of customer issues and drive them to resolution.
• Document knowledge and prepare accurate reports.

Skills

Customer support processes

Networking knowledge (TCP/IP, switching, routing)

Linux/Unix systems

Problem-solving

Scripting (Perl/Python/Bash)

Excellent communication skills in English

Education

BSc/BA degree or equivalent work experience

Job description

Overview

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.

Responsibilities

• 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.