Job Purpose : To provide Technical Support to customers and distributors, delivering the highest of quality responses within agreed time frames.

To create test schedules, plans and reports for new and existing security products manufactured by our client.

Job Context : Reporting to Regional Manager / the Head of HTME or such other person as may be delegated by the Company from time to time

Location Dubai

Direct Reports : None

Key Responsibilities :

Provide timely and accurate advice and support via phone, email, remote connection and face to face to all customers / distributors / users in UAE regions

Effectiveness in understanding problems and making timely, practical decision.

Follow up on open tickets and ensure customers are kept up to date at all times with the progress

Maintain and develop the companies adopted CRM system ensuring all data relating to customers and support tickets is accurate and always up to date

To provide a high level of technical support to customers and associated service facilities.

To accurately log all customer issues reported or observed on site and create site visit report.

To utilise test equipment to replicate customer configurations for testing / troubleshooting purposes

To provide on-site support to customers and end users as required

To attend customer sites and assist with live site technical support and troubleshooting as required

To provide detailed written reports on outstanding customer issues on a weekly basis

Performing miscellaneous job-related duties as assigned by the Company

Skill Requirements :

Background within the Security / Technology industry in a senior support role.

Strong understanding of Operating Systems, Servers and Networking components

Experience providing support on CCTV (Both Analogue & IP) is essential

Exposure to major VMS’s such as Milestone, Genetec etc

Proficient in fault finding with field & reactive support experience

Support & Provision of Tech Support to MEA experience would be advantageous

Excellent communication skills both written and verbal

Team player, self-motivated and able to work on own and under pressure

Good time management and priority handling with previous experience of working in a customer facing environment

Knowledge of third party products, protocols and associated technologies.

Ability to manage and plan workload effectively.

Business or Technical Degree Level Education would be desirable

PC Literate Intermediate & Advanced Microsoft Office’ skills to include Excel