Technical Support Engineer -(Team Leader) (PC/ Laptops)

Job Description

(Prefer to have experience in Laptops )
Responsibility:
Work Scope: MEA Region
Problem Escalation Handling:

• Handle issues escalated by hotline L2 agents, customer service centers, and door-to-door engineers.
• Provide remote and real-time guidance and support for frontline maintenance engineers and quick location and solutions for onsite engineers.
  

Incident identification and feedback:

• Identify batch problems by analyzing exceptions and report or feed back the problems to the incident contact person in time.
• Cooperate with regional/country/HQ technical support to develop and implement online solutions (such as key messages and announcements).
• Regularly analyze two low and one super problems, complaint , and order promotion quality and efficiency. Identify product and business weaknesses through problem analysis, and provide solutions by themselves or through various domains.
  

Knowledge management:
If knowledge is missing from routine problem handling, problem analysis, and knowledge bidding analysis, output the knowledge by itself or provide materials or knowledge by other domains.
Capability improvement:

• Produce FAQs, bulletins, or training courseware based on the product, agent, and business problems found during routine problem handling and regular problem analysis. Ask TLs or training specialists to organize trainings.
• Responsible for some new employee training and special training.
  Team Management:
  Manage a team of senior and Junior Technical Support Engineers provide the needed guidance ; scheduling , performance assessment.

Job Requirements

• Command of both English and Arabic.
• know how to use MS office ( Excel and power Point)
• Microsoft Certified
• Hold technical certificates from Dell, Lenovo or HP that qualify him to make the repair for PC/ Laptops.
• Proficient in Windows and Linux, and experience in resolving software and hardware problems. Familiar with all kinds of computer hardware and software faults, can independently install, debug and troubleshoot.
• Troubleshooting Skills: Have a good command of the methods of locating problems such as freezing, heat, disk faults, and blue screen in the Windows system.
• Capable of troubleshooting common software faults on PCs, including but not limited to driver installation and common software fault locating.
• Common PC troubleshooting, disassembly and assembly technologies, and welding capabilities for board maintenance, such as welding, purging, and washing
• Be familiar with common test software/tools related to Linux and Windows, and be able to handle test tool issues independently.
• Analytical thinking -multitasking - leadership skills - communication skills.