Engineer/Customer Operation Center (Emiratized Role)

Job Description As a Support Engineer, you will be an integral part of our Customer Operations Center, providing remote technical assistance to customers. Your primary role is to diagnose and resolve issues efficiently, ensuring a seamless experience for our customers. This is an excellent opportunity to develop your skills in a dynamic and supportive environment. Responsibilities - Assist customers by identifying, analyzing, and resolving technical issues remotely via phone or virtual channels. - Follow standard procedures for escalating unresolved issues to internal teams. - Meet performance targets for First Contact Resolution (FCR), remote resolution, and call answering. - Participate in rotational 24/7 shift duties, including responding to emergency call-outs. - Continuously learn and develop technical skills to progress towards handling more complex issues. Additional Requirement - Strong knowledge of MS office plus able to navigate within web-based system applications. - Strong analytical and problem-solving skills. - Strong communication skills in English (spoken and written). - Good command of English with professional telephone etiquette - Basic understanding of networking fundamentals (IP, VLAN,WLAN,) is preferred. - Familiarity with Microsoft Office applications, especially Excel. - Ability to work under pressure and manage multiple tasks. - Willingness to work in shifts as per a 24/7 rotation schedule. - Prior experience in a technical support or operations environment is a plus. Additional Information - On-the-job training will be provided. - Opportunity for career growth and skill development within the organization. Qualifications - Fresh graduates with a bachelor's degree in Computer Science, Information Technology, or a related field are preferred. - Strong problem-solving and analytical skills. - Excellent communication skills, both verbal and written, in English. - Basic knowledge of networking concepts and protocols is an asset. - Ability to work in a fast-paced, customer-centric environment. - Willingness to learn and adapt to new technologies. - Proficiency in using Microsoft Office Suite. - A customer-oriented mindset with a passion for delivering exceptional service. - Team player with good interpersonal skills.

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