Helpdesk Support Engineer – Arabic Speaking

Full time


Who we are:

Microvision, headquartered in Dubai UAE brings a DNA in innovation and decade’s long expertise adding value to the Government sector, Enterprise and SMEs in the Gulf. We pride ourselves in having a consistently happy client base, having the ability to help them out in varied challenges through their digital journey.

 

We are looking to hire Software Helpdesk Support Engineer to support our clients with the first level support of software solutions.

 

Responsibilities:

 

  • Prioritize incidents based on impact and severity while ensuring SLAs are met.
  • Act as a single point of contact for incidents raised by our customers.
  • Identify, diagnose and resolve incidents and problem cases relating to software and/or hardware challenges
  • Track incident progress and analysis using our ticketing system as a point of reference.
  • Provide prompt and accurate feedback to customers.
  • Leverage the internal knowledge base to minimize time to resolution
  • Contribute to the knowledge base where newly discovered issues occur and are resolved by you.
  • Elevate unresolved issues to appropriate internal teams (Level 2 and verify UAT fixed issues before closure)
  • Gather appropriate evidence to contribute to ongoing support of incidents.
  • Rule out know fixes within Knowledge base
  • Rule out common steps to resolve issues
  • Manage your own backlog of incidents
     

Qualifications:

  • Must have 2 years of experience in Software Support
  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and active listening
  • Excellent communication and presentation skills
  • Fluent in both spoken & written English & Arabic
     

Nice to Have

  • Experience in handling and managing helpdesk in Public sector (UAE) will be preferred

 

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