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Job Information
Industry
IT Services
Work Experience
4-5 years
City
Dubai
State/Province
Dubai
Country
United Arab Emirates
Zip/Postal Code
337-1500
Job Description
We are looking for a Technical Presales Engineer to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction. The right candidate will be an empowered self-starter familiar with working in a fast pace environment. The position will have the responsibility to work with customers directly to resolve technical and other issues and to analyze and report on customer satisfaction of products, services, and processes.
Responsibilities
- Providing 1st and 2nd line of technical support for the various products and services offered by EMT Distributions; that includes but not limited to answering support queries, emails, support incidents etc.
- Visiting customer sites to provide technical assistance whenever required.
- Active participation in the customer support center, work with customers to provide a wide variety of technical issues inclusive of ability to troubleshoot, resolve and create workaround to achieve high levels of customer satisfaction and success.
- Coordinate with various vendors and partners to assist the customer in addressing the technical queries and requirements within the agreed SLA.
- Document and report on the status of issues, tech center operational status, etc.
- Understand the requirements of the customer to provide the suitable solution.
- Conduct Proof-of-Concept and demos for the customers and partners.
- Provide pre-sales technical assistance and product education
- Work on after-sales support services and provide technical back up as required
- Liaise with other members of the sales team and other technical experts
- Provide training and produce support material to sales team/partners/customers.
- Develop and keep up-to-date presales artefacts, including, but not limited to client technical/solution presentations, technical proposals, service catalog, service descriptions and other sales collateral.
- Weekend and out-of-hours working will sometimes be necessary.
Location
- Dubai, United Arab Emirates – Travelling will be required as we cover different part of the world.
- Preference will be given to candidates available in United Arab Emirates.
Requirements
- BS or equivalent experience is desired.
Required Skills
- Very good understanding about various operating systems such as Windows/Mac/Linux.
- Good understating of networking such as VLAN, Routing, Switching etc.
- Experience with server administration (Windows/Linux).
- Good understanding about TCP/IP, DHCP, OSI Model, DNS, Active Directory, HTTP/S, SSL/TLS, System and Network basics.
- Basic understanding about SQL database.
- Experience with Audio/Visual or Video Conferencing support.
- Minimum 4-5 Years of Technical Services experience in the networking and system/server administration
- Possess strong communication and presentation skills in verbal and written English
- Must be willing to learn new skills, be a self-started and team player.
- Ability to organize and prioritize responsibilities effectively in order to meet deadlines.
Desirable Requirements
- Microsoft Certification
- CCNA
- SQL Server Management and basic scripting
- Basic idea about the APIs
- Good understating about Software Asset Management tools such as Flexera, SNOW, Microfocus etc
- Experience with Enterprise AV solution, DLP solution, Vulnerability management tool is a plus.
