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

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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 
• Clean Driving License