Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. The Executive-Service Desk plays a key role in enhancing our commitment to delivering exceptional customer experiences through effective support and technical expertise. As a member of the Level 1 Technical Support Team, reporting to the Manager – Service Desk, the Executive-Service Desk is responsible for supporting Core42 products’ customers. This includes providing support, general guidance, best practices, technical diagnosis/troubleshooting, and operational instructions.
This position presents a great opportunity for professionals to thrive in a dynamic environment, offering diverse challenges and continuous skill development. The Service Desk team is instrumental in delivering top-notch assistance to innovative, new-age cloud solutions at Core42, a rapidly growing, high-tech, AI-centric organization in the UAE.
Responsibilities
- Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core42 products.
- Record customer interactions in the form of tickets and escalate them to level 2 and 3 teams as needed.
- Use internal support tools, consoles, SDKs, and command line tools to create detailed descriptions of customer issues.
- Strive to improve the customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customer issues, drive resolution, and create and share documentation with fellow executives and customers.
- Ensure customer satisfaction by appropriately and rightly interacting with them.
- Manage incidents, service requests, and changes adhering strictly to the SLAs.
- The role requires 24/7 support on a rotating shift schedule.
Qualifications
- Bachelor’s degree in an applicable field or equivalent experience.
- Experience as a Linux Administrator, Technical Support Engineer, or similar in a production Linux environment.
- Strong understanding of cloud computing platforms (e.g., AWS, Azure, GCP).
- Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.
- Experience with configuring and running virtual machines, Kubernetes, or Docker.
- Familiarity with ITIL and IT service management principles.
- Proficient in written and spoken English communication, with strong interpersonal skills.
- Demonstrates strong problem-solving abilities to efficiently troubleshoot technical issues.
- Adaptability and a keen interest in staying abreast of technology trends.
Ideally, you’ll also have
- Development experience with Shell, Python, Java, etc.
- Knowledge and experience with OpenStack production design, operations, and troubleshooting.
- Relevant certifications with RHEL/CCNA/AWS/similar.
Work Conditions
- Hybrid work policy to strike the perfect balance between office and home.
- 24/7 support role requires rotating shifts.
What working at Core42 offers
- Culture: An open, diverse and inclusive environment with a global vision.
- Career: Outstanding learning, development & growth opportunities via structured training programs and projects.
- Rewards: A competitive remuneration package with healthcare, education support, leave benefits, and more.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
