Senior Technical Support Engineer

Employer:	Globitel
Job Title:	Senior Technical Support Engineer
Location:	Riyadh, Saudi Arabia
Job Type:	Unspecified
Category:	Information Technology
Description:	Job summary Attend to support cases reported by customer, and to assist Technical Support members is solving advanced cases. Hold product implementation and training. Job Responsibilities Communicate with presales department, and accept site structure. Lead, communicate and manage on site engineers. Communicate with PM for project related issues (PIP, deliverables, acceptance, project closure) Conduct meetings site inspection, create SRD, and communicate it with customer and PM. Create final Site Map (Site Configuration Document) Handover document. Install and activate Globitel Customer Care Products inside and outside Jordan. Implement ATP on site after each installation. Provide on-site product training to customers. Contact the product specialist for any problem, inquiry, fix or update needed on each implementation. Implement major Updates / Fixes that require on-site involvement. Follow up on the implementation site until all issues are resolved. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Responsible for product installation and configuration testing to assure better implementation and product knowledge Responsible for creating installation procedure per product Technical reference to support team when it comes to product installations, troubleshooting and features Responsible for conducting internal product trainings Follow up with development when developing product updates and fixed Responsible of implementing major updates and fixes via VPN or by coordinating with an Implementation team member Responsible for approving every site map document submitted by implementation Prepare product OMC check list Prepare products training plan and material Participate in the design phase and technical meeting when developing a new product Conduct internal product technical training Maintain Globitel Testing Lab
Qualifications:	Bachelor degree in engineering Minimum 5 years of experience in telecom technical Support field Experienced in Hardware Installation and Rack Assembly Experienced in DB cluster configuration Knowledge about reading traces and products log files knowledge in Microsoft CRM 4 knowledge in Microsoft Office Applications (Word, PowerPoint, Excel and Outlook) knowledge in coding and scripting Proficient knowledge in product testing Advanced knowledge in Windows Operating System and linux/Redhat installation and administration Advanced knowledge in Oracle, SQL, Call Center Applications, products telephony cards, VOIP technology, GSM network components Presentation skills Excellent communication skills in English and Arabic Advanced troubleshooting skills Client focused and result oriented Saudi nationals only
Experience:	Min: 2 Max: 5
Salary:	Unspecified
Contact:	Apply

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