Engineer/Customer Operation Center (Emiratized Role)

As a Support Engineer, you will play a vital role within our Customer Operations Center by providing remote technical assistance to customers. Your main responsibilities will include diagnosing and resolving technical issues efficiently to ensure a seamless customer experience. This position offers an excellent opportunity for skill development 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 toward handling more complex issues.

Qualifications:

• Fresh graduates with a bachelor's degree in Computer Science, Information Technology, or a related field are preferred.
• Strong analytical and problem-solving 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.
• Proficiency in using Microsoft Office Suite (especially Excel).
• A customer-oriented mindset with a passion for delivering exceptional service.
• Willingness to work in shifts according to a 24/7 rotation schedule.
• Prior experience in a technical support or operations environment is a plus.

Additional Requirements:

• Strong knowledge of MS Office and able to navigate web-based system applications.
• Good command of English with professional telephone etiquette.
• Basic understanding of networking fundamentals (IP, VLAN, WLAN) is preferred.
• Ability to work under pressure and manage multiple tasks.

Additional Information:

• On-the-job training will be provided.
• Opportunity for career growth and skill development within the organization.