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Product Support Engineer
4 weeks ago
We are seeking a highly skilled Product Support Engineer to join our team in Dubai. The ideal candidate will be responsible for delivering first-level and second-level 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 first-level and second-level 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.
- 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.
- Respond promptly and professionally to customer inquiries via email, phone, or ticketing systems.
- Provide step-by-step technical guidance to non-technical users, ensuring clarity and simplicity in communication.
- 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.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 2-4 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.
