Product Support Engineer

About the role

Careers International is looking for a Product Support Engineer to join its team in Dubai. The role delivers first-level and second-level technical support for IT products, including hardware, software and applications, diagnosing and resolving issues so that clients' IT solutions run smoothly.

Key responsibilities

• Provide first-level and second-level support for IT products, troubleshooting hardware, software and application issues
• Assist customers with installation, configuration and setup of IT products
• Identify, replicate and resolve technical issues, escalating complex problems to senior technical teams or vendors when needed
• Develop a deep understanding of the IT products offered, including their features and technical specifications, and stay up to date on software updates and patches
• Respond promptly to customer inquiries by email, phone or ticketing systems, giving step-by-step guidance to non-technical users
• Work with engineering, product development and quality assurance teams to fix recurring issues, attend training sessions and give feedback on user challenges

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field
• Minimum of 2-4 years of experience as a Product Support Engineer, Technical Support Engineer or in a similar role
• Proven experience troubleshooting and resolving issues with IT systems, software and hardware
• Strong verbal and written communication skills, able to explain technical information clearly

Required skills

• Proficiency in IT support tools and ticketing systems such as ServiceNow and Jira
• Strong knowledge of Windows, macOS and Linux, networking concepts and enterprise software
• Familiarity with databases (e.g. SQL) and debugging scripts is a plus