The company has been protecting individuals and corporate clients worldwide from cyber threats for 27 years. With 400 million unique users, 270,000 corporate clients, 517 products, 1,100 technological patents, and 34 offices across the globe, our team comprises more than 5,000 top-level experts. We encourage individuals to join us as part of an exceptional team while leveraging personal skills to contribute to our growth and evolution.
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Work Conditions: Hybrid, Full-time
Location: Dubai, United Arab Emirates
Job Responsibilities:
- Follow established guidelines or checklists to respond to routine customer requests and promote alternative products or services.
- Refer customers to published materials and secondary sources (i.e., support portal, forum) for accurate and prompt responses.
- Adhere to internal procedures and quality standards to provide high-quality technical support regarding the company's products and services to partners’ engineers or B2B customers.
- Communicate professionally with customers and partners in both English and the local language to swiftly address calls, web cases, and emails, ensuring customer satisfaction.
- Register, classify, and prioritize phone and self-service requests through designated systems.
- Manage customer inquiries, troubleshoot issues, and research potential root causes using reference materials and internal knowledge documents.
- Escalate requests to higher support level groups according to internal procedures.
- Notify management of exceptional technical issues promptly.
Technical Skills:
- Basic knowledge of:
- MS SharePoint, MS Teams, MS Exchange, MS SQL
- Microsoft OS (Server 2008+ and Windows 7+) at a system administration level
- Corporate networking infrastructures (DNS, group policy, AD structure)
- Troubleshooting, including log, trace analysis, and dump file analysis
- Web and Messaging Systems
- Virtualization environments (VMware, Hyper-V, Citrix)
- Security solutions (Firewalls, authentication, encryption, antivirus)
- Experience with ticket systems is a plus.
Education:
- Higher education in Information Technology, Information Systems, or Computer Science, or industry certifications/equivalent.
- CompTIA A+, CompTIA N+, CompTIA Server+, and MCP: Windows Server and Windows Client Systems are preferred.
Personal Characteristics:
- Customer and service-oriented mindset.
- Willingness to enhance personal knowledge.
- Commitment to going the extra mile for customers and partners.
- Ability to explain complex concepts in simple terms.
- Conflict resolution skills.
Language Requirements:
- Written and verbal proficiency in English and Farsi.
Application Process:
- HR interview
- Test assignment
- Meeting with hiring manager
- Interview with Head of Customer Support
- Final interview (optional)
- Offer stage & Reference check.
