- Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
- Provide L1/ L2 technical support and troubleshooting.
- Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
- Ensure that RCA provided/documented for each critical incident.
- Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
- Mentor and provide guidance to junior support engineers, assisting in their professional development.
- Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
- Assist customers with product installations, configurations, and updates.
- Offer training to customers on how to effectively use our software products.
- Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
- Identify trends in customer support requests and work to improve product usability and customer experience.
- Stay up to date with product knowledge and updates to provide accurate and helpful assistance.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, help desk, or a similar role.
- Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
- Good knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc.
- Excellent communication and interpersonal skills to interact effectively with customers.
- Familiarity with customer support tools , Ticketing systems and CRM systems.
- Proven leadership abilities and experience mentoring junior support engineers.
- Strong problem-solving and analytical skills.
- Patience, empathy, and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Excellent communication, Email and teamwork skills.
- Detail-oriented and committed to delivering high-quality results.
- Fluent English/Arabic level is required, both spoken and written.
- Good understanding of SQL.
- Experience with MS Azure, AWS or Google Cloud will be a plus.
Top Skills
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design.
Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes.
BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
