JOB DESCRIPTION / ROLE
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.
Find Top Talent
Other jobs you might be interested in
Engineer Jobs in DubaiEngineer Jobs in Abu Dhabi
Engineer Jobs in Sharjah
Show More