Product Support Engineer
Posted on :
17-01-2025
Employer Active
1 Vacancy
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Job Description
We are seeking a highly skilled Product Support Engineer to join our team in Dubai. The ideal candidate will be responsible for delivering firstlevel and secondlevel technical support for IT products including hardware software and applications. This role requires a proactive individual who can diagnose and resolve issues efficiently ensuring the smooth operation of our IT solutions for clients.
Technical Support:
- Provide firstlevel and secondlevel support for IT products troubleshooting issues related to hardware software and applications.
- Assist customers with installation configuration and setup of IT products.
- Identify replicate and resolve technical issues escalating complex problems to senior technical teams or vendors when necessary.
Product Expertise:
- Develop a deep understanding of the IT products offered including their functionalities features and technical specifications.
- Stay updated on the latest software updates patches and changes to ensure effective support.
Customer Interaction:
- Respond promptly and professionally to customer inquiries via email phone or ticketing systems.
- Provide stepbystep technical guidance to nontechnical users ensuring clarity and simplicity in communication.
Collaboration and Continuous Improvement:
- Work closely with the engineering product development and quality assurance teams to identify and resolve recurring issues.
- Participate in regular training sessions and workshops to enhance technical knowledge.
- Provide feedback to product development teams regarding user challenges and suggested improvements.
Requirements
- Bachelor s degree in Computer Science Information Technology or a related field.
- Minimum of 24 years of experience as a Product Support Engineer Technical Support Engineer or in a similar role.
- Proven experience with troubleshooting and resolving issues related to IT systems software and hardware.
- Proficiency in IT support tools and ticketing systems (e.g. ServiceNow Jira).
- Strong knowledge of operating systems (Windows macOS Linux) networking concepts and enterprise software.
- Familiarity with databases (e.g. SQL) and scripting for debugging purposes is a plus.
- Strong verbal and written communication skills with the ability to convey technical information clearly.
Employment Type
Full Time
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