Job Summary: The Customer Support Engineer Role is part of Customer Support Team to provide technical support for a Transportation Software Product that is in use by Large Government Organization at UAE.
To provide day-to-day Technical Support to customers by maintaining their systems, investigating, and tracking all issues, along with testing and deployment of software changes and new releases.

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Key Duties and Responsibilities

This role reports to the Customer Support Manager \xe2\x80\x93 Trapeze Group Middle East for providing technical support for Transportation Application and Hardware Products.

The role is also responsible to provide extendable support for implementing Projects driven by Professional Services Manager. An ongoing commitment to customer satisfaction by meeting their requirements proactively and ensuring all SLA and Project Timelines.

Key Role Responsibilities

• Analyze and Manage Technical activities of IT Systems for all installation, upgrading and maintenance activities.
• Evaluate customer Requirements/issues quickly and efficiently and ensure that SLAs are met.
• Manage Proactive monitor and maintain IT and Transportation applications (AFC, E-Hailer, AVM, ITS) to help meet contracted SLAs and up-time targets.
• Work on managed large scale Transportation Systems application (AFC, E-Hailer, AVM, ITS).
• Provide onsite support for all requirements and issues at customer site including installation of inbuilt vehicle (Mobile Data Terminals) devices and Transportation services.
• Lead all Trapeze activities with defined process are followed and documentation of all activities or tasks.
• Proactively support the management team to achieve Trapeze ME goals and identify opportunities for improvements.
• Communicate to both customers and colleagues in a professional, clear, and respectful manner.

Education and Experience

• A Bachelor of Science Degree in Electronics or Computer Engineering, or a similar technical field will be highly regarded.
• Minimum 4-5 Years solid experience in technical hands-on support roles.
• Certified in Microsoft SQL Server 2016, Implementation, and maintenance.
• Working Experience in Transportation Application services mainly in ITS, Taxi management solutions.
• Experience in Windows and Linux Environment \xe2\x80\x93 Administration & Management
• Expertise in creating maintenance or deployment scripts in both Windows and Linux will be highly desirable.
• Experience following ITIL processes for Incident management and Change & Release management.

Personal Attributes

• Effective communication and interpersonal skills in dealings with team members, customers, and other stakeholders.
• Possess the ability to adapt to the various internal procedures of a client while still adhering to company procedures and policies.
• Ability to develop and comprehend concepts and learn new skills quickly and thoroughly.
• Ability to build strong relationships quickly, both internally and with customers.
• Excellent troubleshooting and problem-solving skills within a multi-facetted environment.
• A passionate \xe2\x80\x98can-do\xe2\x80\x99 mindset focused on understanding and addressing customer needs.
• positively in a team environment, appreciate each team member\'s contributions and effectively utilize each team member to his/her fullest potential.

Worker Type: Regular

Number of Openings Available: 1

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