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Support Engineer

Premier Services and Recruitment
Riyadh, Saudi Arabia
Posted 3 years ago
63Applicants for1 open position
  • 15Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Primary customers contact for incidents.
  • Gather the customers information and determine the customer issue
  • Log reactive events and incidents in the ITSM ticketing tool. Regular Ticket update.
  • Own reactive and proactive incidents that are triggered by Monitoring tools  end to end till the incidents resolution.
  • Troubleshoot the service to identify the most appropriate resolution path
  • Check known error database  and update the database where applicable
  • Dispatch field engineers as needed.
  • Perform functional escalations to engage technical knowledge and expertise
  • Keep the customer informed during the entire life-cycle and stages of an Incident.
  • Document the incident RFO(Reason for outage); Share the RFO with the customer .
  • Detect chronic faults and log chronic incidents accordingly and follow up till resolution.
  • Provide customers with product and service information
  • Receive customer change request and log inappropriate tool
  • Coordinate change requests with customer and NOC L2/L3 Engineers

Job Requirements

  • BSc. degree in a technical field related to Information Technology.
  • Good knowledge of WAN /LAN
  • Good knowledge of Servers / IT infrastructure.
  • 3-5 years of  experience in customer service and/or call center
  • ITIL V3 foundation certified
  • CCNA, NSE1 is a plus
  • Excellent English / Arabic language skills (written and oral)
  • Computer and telephone skills
  • Arabic and English (fluent)

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