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.
Product Expertise:
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.
Customer Interaction:
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.
Collaboration and Continuous Improvement:
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.
Requirements
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.
