Support and Systems Engineer

Job description / Role

Our client is looking for an experienced support and systems engineer to support high profile customers in Dubai, and globally. This will be a remote role; however, you may be required to assist and support customer on-site IT requirements in Dubai.

THE ROLE

• Manage Tickets and Requests
• Receive and record all calls from our customers
• Provide assessment of Tickets, attempt first time resolution, and /or escalation
• Assist with technical escalation of issues from 1st line support team
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation

Requirements

To be successful in this role you must have excellent communication skills, work independently, be confident on platforms to onboard customers.

SKILLS

• Customer focused
• Analytical approach with good questioning & listening skills
• Good verbal and written communication skills, with excellent spoken English
• Confident and self-motivated with a positive can-do attitude
• Team player
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (further certification will be a KPI of the role)
• Good working knowledge of networks, routing & switching
• Good knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including networking, windows OS and applications, email flow and routing, and Office 365 services.
• Powershell scripting and use for administration

REQUIREMENTS

• MCP in Windows Server or server applications
• Current Microsoft Certifications in either MS or AZ tracks.

About the Company

We specialise in matching exceptional support staff to top businesses and private individuals.

We recruit for a range of positions around the world, including personal assistants, executive assistants, administrative assistants and many more.

Our expert consultants only work with high-calibre individuals who offer outstanding business and private support. This is what makes us one of the market-leading permanent and temp recruitment agencies in London.