Job Responsibilities:
- Provide advanced technical support to customers via phone, email, and remote assistance.
- Troubleshoot and resolve complex technical issues related to [describe the product/service].
- Collaborate with Level 1 support team to escalate and resolve issues in a timely manner.
- Document support cases and maintain accurate records of customer interactions.
- Identify trends in support cases and work with the product development team to implement permanent solutions.
- Assist in creating and updating support documentation and knowledge base articles.
- Participate in on-call rotation to provide after-hours support when necessary
Experience
- 2 to 4 years experience in a related field
- Good knowledge of Microsoft operating systems, hardware, and software
- Must have Hardware A+ and Networks Certification. MCSE & CCNA preferred
- Bachelor’s Degree in Information Technology or related field
- Bilingual in Arabic and English
Preference – Immediate to 30 days joiner