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BAC Middle East
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CUSTOMER SUPPORT ENGINEER

Job Description and Requirements
 

Role Objective

To provide day-to-day Technical Support to customers by maintaining their systems, investigating and tracking all issues, along with testing and deployment of software changes and new releases.
An ongoing commitment to customer satisfaction by meeting their requirements proactively and ensuring all SLA commitments are met

Key Role Responsibilities
• Provide customer focused technical support for all installation, upgrading and maintenance activities
• Respond to customer Requirements/issues quickly and efficiently and ensure that SLAs are met
• Understand customer expectations and address their requirements to maintain customer satisfaction
• Proactively monitor and maintain customer systems to help meet contracted SLAs and up-time targets
• Provide onsite support for all requirements and issues at customer site including installation of inbuilt vehicle (Mobile Data Terminals) devices.
• Ensure all processes are followed and documentation is supplied accurately and on-time
• Proactively support the management team to achieve goals and identify opportunities for improvements
• Communicate to both customers and colleagues in a professional, clear and respectful manner
• Undertake any other relevant task as required
Skills and Experiences
• Bachelor of Science Degree in Computer Science, Electrical Engineering, Computer Engineering, or a similar technical field will be highly regarded
• Certified in Network and Security certifications(CCNA, CCNP, JNCP)
• Certified in Redhat Linux administration and management
• Certified with VMware Professional (VCP)
• Minimum 4-5 Years solid experience in technical hands on support roles:
o Handling Network and Security domain
o Experience in VMware Administration and Management
o Experience in Redhat Linux 
o Knowledge on Microsoft SQL
o Supporting Installations, Administration and Management of databases, including clustered servers
o Supporting large systems with many users
o Supporting Administration & Management of VMware Environments
o Supporting a mixed Windows and Linux Environment – Administration & Management
o Utilising Business Intelligence Skills – essentially QlikSense
o Supporting Java based applications
• Hands-on knowledge of Network administration skills are advantageous
• Ability to understand and support issues related Telecom equipments (In-built mobile terminal devices).
• A ability to interpret Technical architecture of infrastructure services
• Expertise in creating maintenance or deployment scripts in both Windows and Linux will be highly desirable
• Expertise in VMware configuration and maintenance, particularly ESX Server and View would be highly desirable
• Experience following ITIL processes for Incident management and Change & Release management