Field IT Support Engineer (L2)

About the role

Burhani - Managed IT Services is looking for a Field IT Support Engineer (L2) in Dubai. The engineer provides onsite and remote support to customers with a high degree of customer service, quality and technical expertise, and escalates advanced-level cases to the L2 and L3 teams.

Key responsibilities

• Research, resolve and respond to customer issues and support cases received by telephone, e-mail and web portal in line with company quality standards.
• Clearly document technical issues within support incidents.
• Evaluate issues and resolutions so they can contribute to the Technical Support Knowledgebase.
• Provide timely follow-up to user questions and clearly communicate issue status to customers in line with SLAs.
• Use common sense, logic, instructions, pre-established guidelines and the knowledgebase to perform the job.
• Acquire and maintain knowledge of existing and new products and services to give accurate, efficient support.
• Take a leadership position in resolving customer issues by coordinating with different company divisions.
• Listen to the customer, ask probing questions, gather the minimum information needed, analyse it and turn it into a resolution plan.

Required profile

• Good communication skills and ability to resolve IT issues quickly.
• Proactive, quick learner with a passion for IT.