Technical Support Engineer

About the Role

In the capacity of a First and Second Level Support Engineer at the IT Service Centre, you will serve as the initial point of contact for all IT-related questions. This role requires participation in rotating shifts to provide continuous 24/7 support. Delivering premium customer service is essential, ensuring that internal users and external partners receive timely and professional IT assistance. The focus lies heavily on excellent customer experience, quick resolution of issues, and escalating complex matters as needed.

Key Responsibilities

• Address inquiries from users via telephone, email, or through the ticketing platform.
• Identify and fix fundamental hardware, software, and networking problems.
• Refer advanced issues to second-level support engineers when appropriate.
• Keep precise logs of issues encountered and the solutions implemented within the service management system.
• Offer guidance regarding standard IT procedures and tools.
• Adhere strictly to established Standard Operating Procedures to ensure uniform and superior service quality.
• Ensure compliance with IT security protocols at all times.
• Provide both remote and onsite technical assistance to internal and external stakeholders.
• Utilize and help expand the organizational knowledge base for prompt issue resolution.
• Collaborate with application and service teams to manage escalations and complex troubleshooting.
• Prepare detailed reports for each shift highlighting activities and incidents.
• Monitor adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
• Maintain effective listening skills and demonstrate patience when addressing user concerns.
• Analyze recurring complaints to detect patterns and recommend improvements.
• Be prepared to work overtime when operational requirements dictate.
• Provide customer service marked by professionalism, empathy, and excellence.

Qualifications and Experience

• Demonstrated experience in customer-facing roles, showing a friendly and service-oriented attitude.
• Ability to thrive in a fast-moving environment, managing multiple priorities without losing composure.
• Proficient written and spoken English is mandatory; Arabic fluency is an added benefit.
• Excellent interpersonal and adaptive skills, with the ability to collaborate effectively with team members.
• Flexibility to work in rotating shifts, including varied hours and days, with willingness to undertake overtime as needed.
• Possession of a Bachelor's Degree or Diploma in Computer Science or a related discipline is required.
• At least two years of relevant experience providing technical support within IT service environments or varied operational settings.
• Relevant certifications such as CCNA, MCSE, or ITIL Foundation are highly regarded.

Additional Information

Join an organization that offers limitless opportunities for professional growth and the chance to engage in challenging and rewarding work on a global stage. Experience a culture that encourages innovation, teamwork, and driving industry-leading achievements. Work alongside a diverse and international community where your contributions shape the future.