Customer Support Engineer

2 weeks ago

Riyadh, Saudi Arabia Trapeze Group Limited Full time

Job Summary:
This role is a Customer Support Engineer role based in our Riyadh office. The role will be required to work with the Operations Manager and is required to provide technical support for a software product, as well as to hardware supporting system, that is in use by a large government organization.

**Job Description**:
Role Objective

To provide day-to-day Technical Support to customers by maintaining their systems, investigating, and tracking all issues, along with testing and deployment of software changes and new releases.

An ongoing commitment to customer satisfaction by meeting their requirements proactively and ensuring all SLA commitments are met.

Key Role Responsibilities
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Responsible to work in 24x7 shifts.
- Improve customer service, perception, and satisfaction.
- Provide customer focused technical support for all installation, upgrading and maintenance activities.
- Respond to customer Requirements/issues quickly and efficiently and ensure that SLAs are met.
- Understand customer expectations and address their requirements to maintain customer satisfaction.
- Proactively monitor and maintain customer systems to help meet contracted SLAs and up-time targets.
- Provide onsite support for all requirements and issues at customer site including installation of Telecom, CCTV, and ITS (Intelligent Transpiration System) devices.
- Ensure all Trapeze processes are followed, and documentation is supplied accurately and on-time.
- Proactively support the management team to achieve Trapeze Saudi Arabia goals and identify opportunities for improvements.
- Communicate to both customers and colleagues in a professional, clear and respectful manner.

Skills and Experiences
- Bachelor of Science Degree in Computer Science, Electrical Engineering, Computer Engineering, or a similar technical field will be highly regarded.
- Certified in Redhat Linux and Microsoft Windows administration and management.
- Knowledge on Database environments such Oracle, MSQL
- Minimum 4-5 Years solid experience in technical hands-on support roles:

- Working Experience with Transportation solutions like AVM and Journey planner
- Working Experience with Transpiration Devices installation and support
- Experience in VMware Administration and Management
- Experience in Redhat Linux
- Supporting large systems with many users
- Ability to understand and support issues related Telecom equipment (In-built mobile terminal devices).
- An ability to interpret technical architecture of infrastructure services.
- Expertise in creating maintenance or deployment scripts in both Windows and Linux will be highly desirable.
- Experience following ITIL processes for Incident management and Change & Release management.
- Possess the ability to adapt to the various internal procedures of a client while still adhering to company procedures and policies.
- Ability to develop and comprehend concepts and learn new skills quickly and thoroughly.
- Previous experience working with large government projects.

Highly Desirable qualifications or experience
- Degree or Diploma in Electronics and communication Engineering.

Remuneration:

- A competitive remuneration package is offered including base salary + accommodation allowance.
- This position is eligible to participate in the Company Long Term Bonus Scheme based on Trapeze Group Middle East’s annual growth and performance.

Worker Type:
Regular

Number of Openings Available:
3

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