Technical Support Engineer
Job Description
<p><strong>We are hiring in Jordan!</strong></p><p><strong> </strong></p><p><strong>Technical Support Engineer</strong></p><p><strong> </strong></p><p><strong> </strong></p><p><br></p><p>Employment: Full-time (Hybrid)</p><p>Location: Amman, Jordan</p><p><strong> </strong></p><p>We are seeking a skilled Technical Support Engineer to join our team. As a Technical Customer Support Engineer, you will be responsible for providing technical assistance and resolving customer issues related to our services:</p><p><strong> </strong></p><p><br></p><p><strong> Duties and responsibilities:</strong></p><p> </p><p>· Provide technical support to customers via phone, email, and chat.</p><p>· Ensuring a high level of customer satisfaction by providing timely and accurate technical support and always maintaining a professional demeanor.</p><p>· Troubleshoot and identify the root causes of the customers’ technical issues.</p><p>· Develop technical documentation and training materials for customers and internal teams.</p><p>· Maintain customer systems by performing maintenance tasks such as updates, backups, installations, and configuring Windows networks, file servers, network cabling, and related equipment.</p><p>· Collaborating with our cross-functional teams to resolve customer issues.</p><p>· Support the use of remote access tools and services for end users (VPN, Citrix, and other mobile devices.</p><p>· Basic support and troubleshooting of various VOIP phone systems, with a focus on 3CX software-based PBX. </p><p>· Monitor and maintain system performance and security.</p><p>· Diagnose the security gaps in any environment and fill them with a suitable, well-designed security protection method. </p><p>· Provide technical recommendations for security and network designs that meet the needs of various vendors, along with project implementation for the planned security and network designs.</p><p>· Willing to take additional certificates, covering various network security topics, Firewalls, Data Centers, Microsoft, and networking. </p><p>· Follow established procedures to escalate complex issues to higher-level technical support staff or engineering teams.</p><p>· After-hours on rotational shifts.</p><p>· Participate in an extensive technical training program. </p><p><br></p><p><strong> Qualifications:</strong></p><p> </p><p>· Bachelor’s degree in computer engineering, Networking Engineering, computer science, or equivalent.</p><p>· Minimum of 2 years directly related work experience in network, security administration, or technical support role </p><p>· Excellent written and verbal communication skills in English are a must.</p><p>· Excellent problem-solving and troubleshooting skills.</p><p>· Strong communication and customer service skills.</p><p>· Experience with ticketing systems and customer support tools</p><p>· Experience in providing top-notch customer service.</p><p>· Ability to multitask and manage priorities in a fast-paced environment.</p><p>· Basic Networking experience, for example configuring IP addresses, subnets, and gateways.</p><p>· Ability to communicate technical information to non-technical personnel.</p><p>· Knowledge of computer and network security systems, applications, procedures, and techniques.</p><p>· Knowledge of virtualization technologies (VMWare, Hyper-V)</p><p>· Knowledge of Windows operating systems, 2008/2012/2016/2019</p><p>· Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.)</p><p>· Knowledge of MAC OS/IOS (not required but helpful)</p><p>· Knowledge of SharePoint online (not required but helpful)</p><p><br></p><p><strong> </strong></p><p><strong> </strong></p><p><strong>For interested applicants, please send your resume to hr@crossrealms.com</strong></p><p><strong> </strong></p><p><strong>Application deadline is May 11, 2023 – </strong>Only qualified candidates will be contacted for next steps.</p>
