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.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
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, reproduce errors, and route them to internal ticketing systems.
- Strive to improve the customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customer issues, drive resolution, and become subject matter experts on our cloud services.
- Ensure customer satisfaction by appropriately interacting with them.
- Manage incidents, service requests, and changes adhering strictly to the SLAs.
- Closely manage and follow up on any tickets with customers or level 2/3 engineers.
Work Conditions
- 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.
- Strong problem-solving abilities and a customer-centric mindset.
- 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.
What We Look For
If you are performance-driven, inquisitive, and agile in adapting to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions.
What Working at Core42 Offers
- Culture: An open, diverse, and inclusive environment that encourages personal growth and focuses on industry-first innovations.
- Career: Outstanding learning, development, and growth opportunities via structured training programs and innovative, high-tech projects.
- Work-Life: A hybrid work policy to balance office and home.
- 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.
