Black & Grey HR is hiring for one of the leading security surveillance technology and service providers in the UAE. Our client is looking to hire a Operations Technical Support Engineer to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.

– Research and identify solutions to software and hardware issues

– Diagnose and troubleshoot technical issues, including account setup and network configuration

– Ask customers targeted questions to quickly understand the root of the problem

– Track computer system issues through to resolution, within agreed time limits

– Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

– Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

– Provide prompt and accurate feedback to customers

– Refer to internal database or external resources to provide accurate tech solutions

– Ensure all issues are properly logged

– Prioritize and manage several open issues at one time

– Follow up with clients to ensure their IT systems are fully functional after troubleshooting

– Prepare accurate and timely reports

– Document technical knowledge in the form of notes and manuals

– Maintain jovial relationships with clients

Requirements

– Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

– Hands-on experience with Windows/Linux/Mac OS environments

– Good understanding of computer systems, mobile devices and other tech products

– Ability to diagnose and troubleshoot basic technical issues

– Familiarity with remote desktop applications and help desk software (eg. Zendesk)

– Excellent problem-solving and communication skills

– Ability to provide step-by-step technical help, both written and verbal

– BS degree in Information Technology, Computer Science or relevant field

– Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

– Mandarin speaker is a must. 

Benefits

Attractive salary + benefits.

Job Details

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