Ref: RP971-579

Job description / Role

Employment: Full Time

Description

Job Responsibilities

· Act as first point of contact for support cases
· Provide estimates for assigned tasks and ongoing status updates
· Conduct and manage site survey and prepare Site Requirements Document
· Install, configure and integrate system/solution at site and remotely
· Test system/solution to ensure proper implementation and confirm acceptance
· Conduct on-site training and provide User Guides
· Prepare handbooks, operational manuals and internal documentation
· Monitor systems, define weakness points, report them and fix them
· Schedule system maintenance
· Classify reported cases and redirect to relevant personnel for proper action. Furthermore, follow up on cases to assure proper closure
· Escalate non-resolved issues for proper action
· Reproduce the reported case when applicable for better understanding of the exact issue
· Promptly inform the client with case status and expected resolution time
· Assist remote colleagues in troubleshooting and managing cases and projects
· Assist Junior staff in solving critical and complex cases
· Proper usage of internal tools and portals to log cases and Knowledge Base posts
· Perform Root Cause Analysis and send them to team members and clients after resolving cases
· Handle Hotline duty as per Telecom team on-call policy
· Collect enhancement requests, change requests and major recurring issues from clients and report to relevant personnel
· Participate in the design phase and technical meetings related to new projects
· Take ownership for specific long/short-term tasks and projects that might involve development, scripting and/or research

Performance Measures

· Project and Task Implementation quality
· Client satisfaction rate
· First-call resolution rate
· Percentage of service requests resolved within an agreed-upon period of time

Working Environment

· Indoor and outdoor working environment (mainly indoor)
· Shifts or Home/Office night operation may be needed according to business requirements
· Contacts: Clients (End-users and High-management), Project Managers, Network team and Telecom teams (Ops and Devs)

Requirements

Basic Qualifications

· Bachelor degree in Engineering or IT related fields
· Minimum 3 to 5 years of experience in implementation and technical support
· Experience and/or good knowledge in GNU/Linux and Open source software (Applications, data sources, middle wares, etc)
· Experience in HW installation and rack assembly (Servers, gateways, UPS and network appliances)
· Experience in Project management
· Excellent communication skills in English and Arabic
· Analytic thinking and problem solving skills
· Client focused and result oriented
· Ability to perform under pressure
· Presentation skills

Preferred Qualifications

· Experience and advanced knowledge in Telephony (VoIP and TDM), particularly SIP
· Experience and knowledge in Asterisk, Dialplan and AGI/AMI/ARI
· Experience and/or good knowledge in Kamailio (OpenSER) / OpenSIPS or similar SIP servers
· Experience in coding or scripting (Bash, Python)

About the Company

Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.

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