Technical Support Engineer – Riyadh, Saudi Arabia

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

Job Summary

Responsible for the deployment and configuration of systems/solutions at the customers’ site, and providing technical assistance and on-site training to customers.

Job Responsibilities

  • Act as the first point of contact with the customer for open cases.
  • Gather enough information (logs and screenshots) on reported issues and perform detailed case analysis.
  • Reproduce the reported case when applicable to improve the understanding of the exact issue.
  • Rapidly respond to customers with case status, corrective actions, and time of implementation.
  • Provide the customer with known workarounds and resolutions.
  • Collect sufficient reporting requirements and forward enhancement requests to the associated Sales Account Manager.
  • Escalate unsolved customer cases to associated Senior Technical Support and follow up on the case to assure proper closure.
  • Escalate non-resolved issues to the team leader for the proper action.
  • Ensure proper logging of cases in the knowledge database.
  • Assist in installing patches/fixes through VPN connection and update the Site Map Document.
  • Communicate with presales team and accept site structure.
  • Communicate with Project Manager for project-related issues (PIP, deliverables, acceptance, project closure).
  • Conduct site inspection, create SRD and communicate it with customer and Project Manager.
  • Create final Site Map (Site Configuration Document) Handover document.
  • Install and activate system/products provided by Globitel.
  • Implement ATP on-site after each installation.
  • Provide on-site product training to customers.
  • Contact the product specialist for any problem, inquiry, fix or update needed through implementation.
  • Implement major updates / fixes that require on-site involvement..
  • Follow up on the implemented site until there are no pending issues.

Job Requirements

  • Bachelor degree in engineering or any related field
  • Minimum 2 years of experience in telecom technical support field
  • Advanced knowledge of Windows Operating System
  • Valid KSA transferable IQAMA is a must
  • Linux is a plus
  • Proper customer care knowledge to offer quality service and communication
  • Good knowledge of Oracle, SQL, VOIP technology, and Networking.
  • Basic knowledge of hardware installation and rack assembly
  • Troubleshooting skills
  • Business and technical writing skills
  • Presentation skills
  • Excellent communication skills in Arabic and English
  • Resident in Riyadh
  • Excellent at working under pressure
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