Technical Support Engineer
Job Description – Technical Support Engineer, Middle East Region
Background – Keri’s Middle East customers have suffered from and complained about not having local technical support. While the UK office has done an excellent job of supporting the region, they are not able to provide same time zone service, on-site support, or in-person training as required by customers.
This position will report to Dennis Geiszler, Business Development, with dotted line reporting to Steven Abi Mansour, Regional Sales Manager, Middle East. The duties for this position include but are not limited to:
• Telephone technical support to Keri customers in the Middle East region
• Email and online (TeamViewer) tech support to these same customers
• On-site support in the UAE, and elsewhere when approved by Keri corporate
• Technical training of customers, either in-person or via remote PC sessions
• Follow up on and manage escalations for expeditious second or third level support from Keri engineering
• Assist customers with high level feature implementation and custom SQL scripts
• Act as a participant in Keri’s FogBugz program to report bugs and new feature requests, as well as track their progress
• Pre-sale advice to customers on their requirements vis a vis Keri system capabilities
• Review of pre-bid specifications
• Assisting Regional Sales Manager with customer meetings and presentations, prior to and/or during the presentations
Required Qualifications
• Electrical Engineering or Computer Science Bachelor’s Degree strongly preferred
• Fluent and spoken and written English language, Arabic a plus
• Good interpersonal and customer communication skills, with a pleasant demeanor
• Ability to work under sometimes stressful conditions due to customer demands
• Experience in low voltage systems, with alarm, video, and access control installation or support experience a plus
• Advanced skills with Microsoft Windows operating systems
• Good working knowledge of SQL
• Network skills including routers, switches, TCP/IP, DHCP, Virtual machine, firewalls, V-LANs, local and domain wide security policies and port troubleshooting expertise.
• Preferred - A+ certification, Windows MCP or MCSE emphasis on Infrastructure certification, Windows servers and workstations, Basic knowledge of Active Directory and LDAP
• 2 years’ minimum work experience in Dubai and have driving license
• 5 years’ experience working in low voltage systems
• Live in Dubai or very nearby
• Ability to travel occasionally to other countries in the region for training or support purposes
• Ability to obtain a travel visa to the USA or UK for required training
Apply to Job
Background – Keri’s Middle East customers have suffered from and complained about not having local technical support. While the UK office has done an excellent job of supporting the region, they are not able to provide same time zone service, on-site support, or in-person training as required by customers.
This position will report to Dennis Geiszler, Business Development, with dotted line reporting to Steven Abi Mansour, Regional Sales Manager, Middle East. The duties for this position include but are not limited to:
• Telephone technical support to Keri customers in the Middle East region
• Email and online (TeamViewer) tech support to these same customers
• On-site support in the UAE, and elsewhere when approved by Keri corporate
• Technical training of customers, either in-person or via remote PC sessions
• Follow up on and manage escalations for expeditious second or third level support from Keri engineering
• Assist customers with high level feature implementation and custom SQL scripts
• Act as a participant in Keri’s FogBugz program to report bugs and new feature requests, as well as track their progress
• Pre-sale advice to customers on their requirements vis a vis Keri system capabilities
• Review of pre-bid specifications
• Assisting Regional Sales Manager with customer meetings and presentations, prior to and/or during the presentations
Required Qualifications
• Electrical Engineering or Computer Science Bachelor’s Degree strongly preferred
• Fluent and spoken and written English language, Arabic a plus
• Good interpersonal and customer communication skills, with a pleasant demeanor
• Ability to work under sometimes stressful conditions due to customer demands
• Experience in low voltage systems, with alarm, video, and access control installation or support experience a plus
• Advanced skills with Microsoft Windows operating systems
• Good working knowledge of SQL
• Network skills including routers, switches, TCP/IP, DHCP, Virtual machine, firewalls, V-LANs, local and domain wide security policies and port troubleshooting expertise.
• Preferred - A+ certification, Windows MCP or MCSE emphasis on Infrastructure certification, Windows servers and workstations, Basic knowledge of Active Directory and LDAP
• 2 years’ minimum work experience in Dubai and have driving license
• 5 years’ experience working in low voltage systems
• Live in Dubai or very nearby
• Ability to travel occasionally to other countries in the region for training or support purposes
• Ability to obtain a travel visa to the USA or UK for required training
Apply to Job