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Abu Dhabi

    Senior Engineer Software - Abu Dhabi, United Arab Emirates - HALCON

    HALCON
    HALCON Abu Dhabi, United Arab Emirates

    6 days ago

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    Description

    JobOverview

    We are looking for aJunior IT Support Technician with a 'want to learn' attitude tojoin our rapidly expanding team. As a Junior IT Support Technician,your role is to work closely with the Senior Technicians to assistin providing technical support, diagnosing and resolving issues forour customers.

    Our team will be providingtraining where required around Onboarding and Offboarding Users,Setting up Devices, Technical (Hardware and Software) Support andTraining. These will then become the key responsibilities that youare required to carry out in this role from our offices inWatchfield, Oxfordshire.

    You are required toprovide the best customer service to our clients in the bestpossible way. You will have to troubleshoot both hardware andsoftware issues and fix the problems in their computer systems andmobile devices.

    Whilst the majority of supportis completed remotely, you may also be required to attend customersites on occasion.

    Excellent communicationskills and problem-solving skills are the key requirements for thisrole.

    If you think you can troubleshoot thetechnical issues efficiently then send in your applications tobecome part of our team.

    Responsibilities

    • Understand the nature of the issues thecustomer is facing and provide adequate solutions for the same.
    • Respond to customer queries and escalatecomplaints.
    • Troubleshoot technicalinadequacies by obtaining required information from the customerover phone or email.
    • Escalate difficult orcomplex issues in a timely manner.
    • Provideexcellent customer service to the clients.
    • Respond to and resolve requests as soon aspossible whilst ensuring Service Level Agreements are not breached.
    • Follow up with the customers on a daily basis.
    • Suggest, create and maintain documentation ofissues related to customer incidents and service requests.
    • Report re-occurring incidents to management.
    • Determine potential issues and get themresolved beforehand.
    • Suggest improvements inthe existing procedures.

    Requirements

    • Willingness to learn new skills
    • Basic hands-on experience in resolvingtechnical issues.
    • Excellent customer serviceskills.
    • Ability to problem solve.
    • Ability to articulate steps taken indocumentation.
    • Must be a patient listener andwell averse in re-assuring customers during challenging times.
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