Senior Technical Support Engineer – Riyadh, Saudi Arabia

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We are looking for a Senior Technical Support Engineer in Riyadh, Saudi Arabia.

Job summary

Attend to support cases reported by customers, and assist Technical Support members in solving advanced cases. Hold product implementation and training.

Job Responsibilities

  • Communicate with the presales department and accept site structure.
  • Lead, communicate, and manage on-site engineers. Communicate with PM for project-related issues (PIP, deliverables, acceptance, project closure)
  • Conduct meetings site inspection, create SRD and communicate it with customers and PM.
  • Create final Site Map (Site Configuration Document) Handover document.
  • Install and activate Globitel Customer Care Products inside and outside Jordan.
  • Implement ATP on-site after each installation.
  • Provide on-site product training to customers.
  • Contact the product specialists for any problem, inquiry, fix or update needed on each implementation.
  • Implement major updates / fixes that require on-site involvement.
  • Follow up on the implementation site until all issues are resolved.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Responsible for product installation and configuration testing to assure better implementation and product knowledge.
  • Responsible for creating installation procedures for each product.
  • Technical reference to support team when it comes to product installations, troubleshooting, and features.
  • Responsible for conducting internal product training.
  • Follow up with development when developing product updates and fixes.
  • Responsible for implementing major updates and fixes via VPN or by coordinating with an implementation team member.
  • Responsible for approving every site map document submitted by implementation.
  • Prepare product OMC checklist.
  • Prepare product training plans and materials.
  • Participate in the design phase and technical meetings when developing a new product.
  • Conduct internal product technical training.
  • Maintain Globitel Testing Lab.

Job Requirements:

  • Bachelor degree in engineering or IT-related fields
  • Minimum 5 years of experience in telecom technical support
  • Experienced in hardware installation and rack assembly
  • Experienced in DB cluster configuration
  • Knowledge about reading traces and product log files
  • Knowledge of Microsoft CRM 4
  • Knowledge of Microsoft Office Applications (Word, PowerPoint, Excel and Outlook)
  • Knowledge of coding and scripting
  • Proficient knowledge in product testing
  • Advanced knowledge of Windows Operating System and Linux/Redhat installation and administration
  • Advanced knowledge of Oracle, SQL, Call Center applications, products telephony cards, VOIP technology, GSM network components
  • Presentation skills
  • Excellent communication skills in English and Arabic
  • Advanced troubleshooting skills
  • Client-focused and result-oriented
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