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Expired Senior Technical Support Engineer
Job Description
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The Senior Technical Support Engineer provides the first level technical support, engaging customers through emails, phone calls, remote support sessions, and chats. A senior customer support engineer works with customers to troubleshoot issues, identify sources of problems, offer solutions, and escalates the appropriate teams' problems. The candidate will manage multiple projects, mentor junior-level engineers, and assists in process improvements.
Responsibilities:
- Provide first-level Technical Support wherever required
- Ensure all calls are closed within SLA
- Evaluate and understand new and existing products
- Provide training to customers
- Provide support, guidance, and assistance to Junior Support Engineers
- Ability to multi-task and maintain priorities
- Any other duties which may from time to time be requested by Management
- Appropriately escalate unresolved issues to appropriate internal teams (e.g., software developers)
- Manage and prioritize issues through a bug reporting/tracking tool
- Maintain technical knowledge repository
- Collaborate with internal teams to achieve customer satisfaction
Essential Experience and Skills:
- 6+ year of experience working as a technical support engineer, desktop support engineer, or similar role with emphasis on software products
- Familiarity with a remote desktop application, help desk tools (i.e., Jira Service Management, Zendesk)
- Hands-on experience with Windows and Linux OS
- Understanding of software development process and life cycle
- Knowledge of HTTP, encryption, basic security concepts
- Understanding of authentication and authorization concepts
- Competent in at least one programming language, ideally Java
- Strong problem-solving skills
- Ability to provide clear and concise technical help, both written and verbal
- At least a bachelor's degree in Computer Science or a related field
- Strong interpersonal skills and ability to maintain excellent internal and external relationships
- Excellent command of written, read and spoken Arabic and English
- Strong sense of discretion and confidentiality
Compensation in fresh USD
Required Skills
Company Profile
Siren Analytics is a joint venture between CME and Siren Associates Ltd. Together, we’re disrupting the normal order of things. CME is a multinational company providing digital services for Fortune 1000 companies. They have broken down barriers between technologies and sectors, providing end-to-end, hardware-to-software engineering solutions across a range of industries. We’re combining this unique breadth of capabilities with the knowledge, skill-set, and expertise of Siren Associates, who have been driving change management processes and reshaping senior-level decision-making in the public sector across the Middle East for over a decade. Recognizing the potential for data analytics and digitization to transform the nature of public sector change management, we’ve teamed up. We are committed to embracing complexity and challenging orthodoxy to solve the unprecedented challenges the world faces today. Merging the disruptive power of technology with a deep understanding of political economy, we’re willing to take calculated risks when it means putting the leading technologies of today into the hands of tomorrows leaders. Based out of Beirut, we see the wealth of technology expertise in Lebanon not just as an economic competitive advantage, but as a public good that can be engaged in meaningful missions and contribute to improved prosperity in Lebanon, the Middle East, and around the world. We provide clients with an accurate understanding that helps them make powerful decisions. Working collaboratively with public and private sector partners, we produce data intelligence that helps decision makers better understand root causes, manage risk, and reach their goals. We focus on building bespoke and sustainable tools, either acting as an inhouse team or training existing personnel. Website https://www.sirenanalytics.com/ Industry Information Technology & Services Specialties Digital Technology, Software Development, Policy Briefs, Public Sector, MENA, Middle East, Political Economy, Public Sector Governance Reform, Supply Chain Management, Justice & Security, and Government to Citizen E-Services
Siren Analytics
Beirut Digital District Building 1281, 2nd Floor Beirut, Lebanon, Beirut, Beirut, Lebanon,https://www.sirenanalytics.com/
https://www.linkedin.com/company/siren-analytics/
(961) 974414
recruitment@sirenassociates.com