Technical Support Engineer
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الوصف الوظيفي Act as first point of contact with the customer for open cases. Gather enough information (logs and screen shots) on reported issues and perform detailed case analysis. Reproduce the reported case when applicable for better understanding of the exact issue. Rapidly respond to customers with case status, corrective actions and time of implementation. Provide the customer with known workarounds and resolutions. Collect sufficient reporting requirements and forward enhancement request to associated Sales Account Manager. Escalate unsolved customer cases to associated Senior Technical Support, and follow up on the case to assure proper closure. Escalate non resolved issues to team leader for a proper action Ensure proper logging of cases in the knowledge base database Assist in installing patches/fixes through VPN connection, and update the Site Map Document Communicate with presales team and accept site structure. Communicate with Project Manager for project related issues (PIP, deliverables, acceptance, project closure) Conduct site inspection, create SRD, and communicate it with customer and Project Manager. Create final Site Map (Site Configuration Document) Handover document. Install and activate System/products provided by globitel. Implement ATP on site after each installation. Provide on-site product training to customers. Contact the product specialist for any problem, inquiry, fix or update needed through implementation Implement major updates / fixes that require onsite involvement. Follow up on the implemented site until there are no pending issues PERFORMANCE MEASURES: Bachelor degree in engineering or any related field Minimum 2 years of experience in in telecom technical support field Advanced knowledge on Windows Operating System Valid KSA transferable IQAMA is a must. Linux is a plus Proper customer care knowledge to offer quality service and communication Good knowledge in Oracle, SQL, VOIP technology, and Networking. Basic knowledge in Hardware Installation and Rack Assembly Troubleshooting skills Business and Technical writing skills Presentation skills Excellent communication skills in Arabic and English Resident in Riyadh Working under pressure تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/technical-support-engineer-3866840/ |
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