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Technical Services Engineer

2 months ago

Dubai, Dubai, United Arab Emirates BILTMORE HEALTH SERVICES INC Full time
Job Summary

We are seeking a highly analytical and skilled Technical Services Engineer to join our team at Biltmore Health Services Inc. As a Technical Services Engineer, you will be responsible for providing Tier 3 support for technical and software support cases relating to our technology.

Key Responsibilities
  • Mentor and guide Tier 2 Support Analysts to ensure accurate investigation and resolution of complex product issues.
  • Analyze and resolve complex product issues using analytical, technical, or programming skills.
  • Respond to customers with empathy, addressing their needs and acknowledging their operational pressures and deadlines.
  • Develop and maintain technical skills, guiding and advising colleagues and customers on issue and problem resolution.
  • Document solutions and produce written guidance on resolution steps following the Knowledge Centric Service (KCS) process.
  • Lead the introduction of new products into the support function, working closely with management to increase technical skills and competence of colleagues.
  • Report issues and recommend process improvements to reduce/prevent incoming cases, enabling customers to focus on 'experience first'.
  • Perform initial troubleshooting for Platform services, including necessary roll back and restore to maintain high platform availability.
  • Collaborate with Engineering and Technical Escalation team colleagues to implement performance improvements identified through tracking service latency figures, CPU utilization figures, etc.
  • Ensure effective communication with stakeholders and support layers, detailing any changes to services or functionality and when these changes are scheduled.
  • Capacity and performance management of environments.
  • Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their service.
  • Deputize in the absence of the Line Manager and liaise with other Keyloop teams or departments to develop and maintain high levels of customer service.