Technical Support Engineer

• Provide rapid response to queries from customers pertaining to technical/ configuration questions.
• Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.
• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
• Assisting our customers with various technical issues that range in complexity.
• Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.
• Use efficient analytical skills, access our internal database and teamwork to develop technical solutions related to technical issues.
• Ability to provide appropriate level of instructions to clients with limited technical knowledge.
• Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.
• Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers providing updates on the progress of the case.
• Ensure proper recording and closure of all tickets.
• Prepare accurate and timely reports.
• Liaise with NOC teams to resolve customer issues.
• Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.
• Contribute findings to a common knowledge base and keep it up to date.
• Gain subject matter expertise in company products and services.
• On a rotation basis, handle on-call support out of office hours.

• Identify inefficiencies in the current processes and make recommendations to improve the same.
• Solve any incident in devices (hang-up, high CPU/memory, misconfiguration), services or connectivity (loss in fiber, loss in wireless link) this includes permanent solutions or workaround solutions.
• Utilize knowledge of networking, hardware, and software to diagnose, qualify, and resolve tickets.

• Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to
• Consistently strive to increase customer satisfaction score through timely resolution of complaints.
• Ensure reduction in the number of repeat calls by customers.

reduce operational costs.

• Bachelor of Science in Computer/Telecom/Electrical Engineering or related.
• Certification : CCNA, MTCNA.
• Good Command of English and Arabic- Written and Spoken.
• Microsoft Office (MS Word, MS Excel, PowerPoint).