Digital Service Support Engineer (Field)

About the role

The Digital Service Support Engineer supports the Digital Solutions team at ADNOC Distribution, keeping systems running smoothly and helping customers use digital services. The role covers system support, reporting, customer service improvement, data monitoring and analysis, and supervising a small team.

Key responsibilities

• Perform regular system checks, diagnose and troubleshoot technical issues, and coordinate with external vendors for updates, maintenance and repairs
• Follow up on open incidents until resolved and keep project files updated
• Prepare departmental statements and reports, collect customer feedback and share findings with the Senior Engineer
• Develop strategies to improve customer service, work with marketing and communications on new digital services, and set up feedback mechanisms
• Evaluate and update support processes and monitor support data to find trends and improvement opportunities
• Plan, supervise and train staff, contribute to budgets and performance objectives, and comply with HSE policies and ADNOC Distribution codes of practice

Required profile

• Bachelor's degree in Computer Science, IT engineering or equivalent
• 2 years of relevant IT experience, including system implementation support and IT operational management
• Ability to explain technology solutions in business terms and to communicate clearly with internal IT teams, business units and external consultants and service providers