Associate Support Engineer - Induction

Job description

We are looking to recruit associate support engineers who will receive intensive training in the field of support and implementation and its related technologies. They will be involved in providing remote IT technical liaison during the shift, in addition to providing support and network administration to customers and troubleshooting issues over the phone, emails, and onsite whenever needed.

Responsibilities

• Provide first-line support for the helpdesk and all associated processes.
• Provide tier-one telephone support for software applications.
• Provide basic troubleshooting for software problems covered in training.
• Utilize help desk software to keep an accurate account of all incoming calls, opened incidents, and requests.
• Route calls and notify technicians of any critical situation requiring immediate attention.
• Maintain the proper skills necessary to interface with a variety of users regarding specific problems.
• Troubleshoot and provide appropriate solutions to problems.
• Serve as a liaison between customers and the technical department.
• Maintain client confidence and protect operations by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Perform any other related duties incidental to the work.

Requirements

• Fresh graduates up to one year of experience.
• BSc degree in computer information system or any related field.
• Willingness to work on different shifts either from 04:30 PM to 1:00 AM, 12:00 AM to 8:30 AM, or 8:00 AM to 5:30 PM.
• Willing to travel and work extra hours when needed.
• Willing to relocate as needed.
• Excellent written and verbal communication skills in Arabic and English languages.
• Knowledge of database engines such as Oracle, MS-SQL, and Postgres.
• Knowledge of operating systems including Unix/Linux and Windows.
• Knowledge of cloud infrastructure tools like Docker and Kubernetes and DevOps techniques.
• Knowledge of application servers such as Apache Tomcat, WebLogic, and WebSphere.
• Familiarity with networking, high availability and disaster recovery, and backup and recovery strategies.
• Strong customer service and excellent interpersonal skills.
• Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
• Work with integrity and ethics.
• Uphold organization values.
• Show respect and sensitivity for cultural differences.