Field Support Engineer
JOB SUMMARY:
This position requires working with the Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot IP and telephony networks, and maintain a proactive approach towards problem solving.
ESSENTIAL DUTIES/RESPONSIBILITIES:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently execute the functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established safety/security rules and requirements for company work guidelines.
Provide telephone and/or onsite technical support to customers and dealers through system setups and troubleshooting.
Supporting customers in all aspects of training including but not limited to: use hardware, and compatibility of services. This extends to initial Entry into Service training requirements as well. Conduct meetings with customers to educate and promote products and services. Traveling to customer sites and corporate offices, for training and support. Support extended teams during regression testing and verification of bugs & respective fixes. Provide contribution towards refining operational process based on personal experience. Capable of conducting onsite visits independently involving use of log capture tools Travel to locations all over MEA as required to support customers as and when needed. Collaborate with the sales team with meetings and demo requirements. Ensure tech publications are in order and also make sure that if any discrepancy is found then, it should be fixed. GENERAL QUALIFICATIONS & EXPERIENCE:
To perform this job successfully an individual must be able to meet the minimum qualifications established for education, knowledge and skills to be effective. The requirements listed below are representative of the traits required for the position: Holding a Degree in Aviation (Avionics) or a Bachelor’s Degree in Electrical/Electronics. 5+ years of technical support representative experience.
3+ years of experience with customer support not limited to UAE but extending to onsite work in neighboring GCC countries as well. Good understanding and experience with IP based systems ranging from routers/switches to special application systems. Understanding of VHF systems and data over VHF mediums. Understanding of L-Band connectivity services(Inmarsat/Iridium). Understanding of Ku/Ka network fundamentals and service is desired (VSAT/iDirect). Understanding of Cellular communication is desired. Fault isolation by evaluating terminal debug/log files; referring Installation Manuals and Wiring Diagrams. Capable of conducting training classes on-wing or in classroom environment. Capable of presenting products and services portfolio at trade-shows and workshops. Proficient with general office software including but not limited to; Microsoft Office Suite; Word, Excel, and PowerPoint. Outlook and CRM with the ability to adapt to a variety of other software databases. Outstanding customer service, organizational time management skills, and ability to multi-task. Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts. Excellent interpersonal skills and demonstrated ability to work in a team as well as independently. Effective and confident decision making and problem solving skills, especially under time constraints. Ability to maintain confidentiality. Ability to travel on short notice. Flexibility to handle after hours and weekend support needs.
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This position requires working with the Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot IP and telephony networks, and maintain a proactive approach towards problem solving.
ESSENTIAL DUTIES/RESPONSIBILITIES:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently execute the functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established safety/security rules and requirements for company work guidelines.
Provide telephone and/or onsite technical support to customers and dealers through system setups and troubleshooting.
Supporting customers in all aspects of training including but not limited to: use hardware, and compatibility of services. This extends to initial Entry into Service training requirements as well. Conduct meetings with customers to educate and promote products and services. Traveling to customer sites and corporate offices, for training and support. Support extended teams during regression testing and verification of bugs & respective fixes. Provide contribution towards refining operational process based on personal experience. Capable of conducting onsite visits independently involving use of log capture tools Travel to locations all over MEA as required to support customers as and when needed. Collaborate with the sales team with meetings and demo requirements. Ensure tech publications are in order and also make sure that if any discrepancy is found then, it should be fixed. GENERAL QUALIFICATIONS & EXPERIENCE:
To perform this job successfully an individual must be able to meet the minimum qualifications established for education, knowledge and skills to be effective. The requirements listed below are representative of the traits required for the position: Holding a Degree in Aviation (Avionics) or a Bachelor’s Degree in Electrical/Electronics. 5+ years of technical support representative experience.
3+ years of experience with customer support not limited to UAE but extending to onsite work in neighboring GCC countries as well. Good understanding and experience with IP based systems ranging from routers/switches to special application systems. Understanding of VHF systems and data over VHF mediums. Understanding of L-Band connectivity services(Inmarsat/Iridium). Understanding of Ku/Ka network fundamentals and service is desired (VSAT/iDirect). Understanding of Cellular communication is desired. Fault isolation by evaluating terminal debug/log files; referring Installation Manuals and Wiring Diagrams. Capable of conducting training classes on-wing or in classroom environment. Capable of presenting products and services portfolio at trade-shows and workshops. Proficient with general office software including but not limited to; Microsoft Office Suite; Word, Excel, and PowerPoint. Outlook and CRM with the ability to adapt to a variety of other software databases. Outstanding customer service, organizational time management skills, and ability to multi-task. Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts. Excellent interpersonal skills and demonstrated ability to work in a team as well as independently. Effective and confident decision making and problem solving skills, especially under time constraints. Ability to maintain confidentiality. Ability to travel on short notice. Flexibility to handle after hours and weekend support needs.
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