Executive - Service Desk

Overview
About Us
Core42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.

The opportunity
The Service Desk Executive plays a key role in enhancing our commitment to delivering an exceptional customer experiences through effective support and technical expertise.

As a member of the Level 1 Technical Support Team, reporting to the Manager – Service Desk, the Service Desk Executive is responsible for supporting Core42 products' customers. This includes providing support, general guidance, best practices, technical diagnosis/troubleshooting and operational instructions.

This position presents a great opportunity for professionals to thrive in a dynamic environment, offering diverse challenges and continuous skill development. The Service Desk team is instrumental in delivering top-notch assistance to an innovative, new-age cloud solutions at Core42, a rapidly growing, high-tech, AI-centric organization in the UAE.

Responsibilities
Your key responsibilities

• Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core42 products, with emphasis on equipping customers with the knowledge necessary to competently manage their environments.
• Record customer interactions in the form of tickets and escalate them to level 2 and 3 teams as needed.
• Use internal support tools, consoles, SDKs, and command line tools to create detailed descriptions of customer issues, reproduce errors or problems, and route them to internal ticketing systems to advocate for the customer.
• Strive to improve the customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer issues, drive resolution, and become subject matter experts on our cloud services, creating and sharing documentation with fellow executives and customers.
• The role requires 24/7 support on a rotating shift schedule.
• Ensure customer satisfaction by appropriately and rightly interacting with them.
• Manage incidents, service requests, and changes adhering strictly to the SLAs.

Closely manage and follow up on any tickets with customers or level 2/3 engineers

Qualifications

• Required skills / qualifications
• Bachelor's degree in applicable field or equivalent experience.
• Experience as a Linux Administrator, Technical Support Engineer, or similar in a production Linux environment (infrastructure, network, storage, servers, security).
• Strong understanding of cloud computing platforms (e.g., AWS, Azure, GCP).
• Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.
• Experience with configuring and running virtual machines, Kubernetes, or Docker.
• Familiarity with ITIL and IT service management principles.
• Proficient in written and spoken English communication, with strong interpersonal skills for effective user interaction and issue documentation.
• Demonstrates strong problem-solving abilities to efficiently troubleshoot technical issues, coupled with customer-centric mindset for delivering exceptional support.
• Adaptability and a keen interest in staying abreast of technology trends contribute to the success of this role in handling diverse user queries effectively.
• Preferred skills / qualifications
• Development experience with Shell, Python, Java, etc.
• Knowledge and experience with OpenStack production design, operations, and troubleshooting.
• Relevant certifications with RHEL/CCNA/AWS/similar.

What Working At Core42 Offers
With a diverse team of 1,100+ employees from 68 nationalities, we foster an inclusive, innovative and collaborative environment. At Core42, we foster a culture grounded in trust, accountability and high performance. We are united by our values:
Grit
, where we overcome challenges with resilience and determination,
Passion
, which drives us to pursue excellence in everything we do, and
Impact
, as we aim to inspire progress and create meaningful change. Our team members thrive in an environment where each person's contributions propel us forward, and together, we commit to achieving extraordinary results.

• Competitive Salary: We offer an attractive salary package based on your skills and experience
• Yearly Bonus: In recognition of your contributions, you will receive a performance-based annual bonus
• Exclusive Discount Cards: Access special benefits with Esaad and Fazaa cards, offering discounts across a wide range of services
• Premium Family Insurance: We provide comprehensive health coverage, including dental, vision and life insurance, ensuring the well-being of you and your family
• Learning & Development: We offer access to top-tier learning platforms to help you grow in your career. Learn at your own pace with unlimited access to premium courses.