Job summary:
Field Support Engineers provide on-site support for client networks. The engineer must possess knowledge of network hardware, networking, software, and configuration. Troubleshooting, testing, repairing, and servicing technical equipment. Providing service and customer support during field visits. Managing on-site installation, repair, maintenance, and testing. Diagnosing errors or technical problems and determining proper solutions.
Responsibilities:
- Execute and oversee field testing, commissioning, verification, troubleshooting devices entire industrial systems.
- Ensure effective escalation management and resolution to all field support issues working with cross-functional teams.
- Deliver and achieve high quality support and service level.
- Determining service failures, understanding root cause, and implementing corrective actions to ensure continuous improvement.
- Attending meetings with key customers, stakeholders, and strategic partners Driving best practices and processes and focusing on goals to reach operational excellence across the Technical Support Field organization.
- Oversee commissioning, service, testing, and verification actions performed by the service provider network, troubleshooting devices entire industrial systems.
- Troubleshoot technical issues to achieve resolution in a timely and efficient manner.
- Provide customers with data and assistance on repair quotations.
- Stay updated on latest industry trends and developments.
- Engineers must maintain, update, and oversee every aspect of computer networks.
- Assist customers in their inquiries and provide troubleshooting support when needed.
- Provide training and assistance to IT technicians and help desk technicians.
- Design computer systems to meet the needs of the organization.
- Act as the first point of contact for clients concerning their computer systems and hardware issues.
- Ensure proper logging and documentation of all issues.
- Monitor daily performance of systems.
- Turn in detailed reports for technical assistance requests, including the procedure utilized to resolve the issue, dates and times, and the individuals involved in the case.
- Engineers will be expected to install and configure computer applications.
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Requirements:
- Computer Engineering Graduate with minimum 5+ Yrs experience.
- Extensive experience working with Windows and Mac OS (preferred).
- Working knowledge in major desktop operating systems and major network operating systems.
- Demonstrate strong problem-solving abilities and critical thinking.
- Should have excellent communication skills in English (Oral & Written), should have Oral communication skills in Arabic.
- Good knowledge on the ITIL process & ITIL certified will be preferred.
- Must have technical certifications such as Cisco & Microsoft certified.
- Valid driver's license
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