Associate Support Engineers

Summary

Join our team as an Associate Support Engineer and embark on an intensive training program in Support & Implementation and related technologies. You will provide remote IT technical liaison, support, and network administration to customers, troubleshooting issues via phone, email, and on-site visits. This role demands excellent communication skills and a willingness to work various shifts. The position requires troubleshooting software problems, utilizing help desk software, and serving as a liaison between customers and the technical department. You will maintain client confidentiality and contribute to a team environment. Fresh graduates are encouraged to apply.

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 (04:30PM - 1:00AM) or (12:00AM – 08:30AM) or (8:00AM - 5:30PM)
• Willing to travel and work extra hours when needed
• Excellent written and verbal communication skills (Arabic & English languages)
• Knowledge of Database engines (Oracle, MS-SQL, Postgres)
• Knowledge of Operating Systems (Unix/Linux and Windows)
• Knowledge of Cloud Infrastructure Tools (Docker & Kubernetes) and DevOps Techniques
• Knowledge of Application servers (Apache Tomcat, WebLogic, and WebSphere)
• Familiar with Networking, HA & Disaster Recovery, and Backup & 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

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 protects operations by keeping information confidential
• Contribute to team effort by accomplishing related results as needed
• Perform any other related duties incidental to the work