Customer Service Senior Engineer

The Customer Service Senior Engineer is responsible for providing advanced technical support in the Banking and Financial Services sector. This role requires conducting preventive and corrective maintenance, ensuring the optimal performance of banking systems and self-service terminals, while closely coordinating with customers, service teams, and technical experts to achieve high service availability and customer satisfaction.

Location
Muscat, Muscat Governorate, Oman

Responsibilities

• Perform installation, configuration, testing, and troubleshooting of self-service terminals (CINEO and DN Series – CMD-V4, RM3, CCDM, ATS, RM4V, RM4H, CMDV6C, CMDV6A) and related peripherals.
• Carry out preventive and corrective maintenance to ensure optimal machine uptime and adherence to SLA targets.
• Analyze recurring technical issues and implement permanent corrective actions to minimize repeat failures.
• Respond promptly to customer service calls and ensure timely resolution of incidents within agreed SLAs.
• Support software and hardware upgrades, system replacements, and field modifications as per project requirements.

Qualifications

• Bachelor’s degree in computer science, Computer Engineering, or Information Technology.
• 3–4 years of experience in hardware support within BFSI, preferably with hardware and software solutions.

Core Technical Skills

• Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals.

Soft Skills

• Strong analytical and troubleshooting skills with a methodical approach to problem-solving.
• Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
• Proactive and resourceful, with the ability to handle field challenges and unexpected technical issues calmly.