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
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