Support & Maintenance Engineer

Job Description

TelecomNoor, in partnership with an international company, world leader in Digital Security, providing hardware, software and consulting services to governmental sector, with a strong presence in Middle East, is currently looking for a Support & Maintenance Engineer. The position is based in Tehran, Iran, and the candidate must be able to fulfill the following objectives : - Work at customer premises in Tehran - Answer customers calls in order to provide appropriate solution to the problems - Fix the customers problems or escalate them, if needed, to the necessary developers (R&D or GGS) - Should be ready for on-call 24x7 to attend severe issues reported by customer - Perform all options defined in the contract (preventive maintenance, call review, etc) - Verify and install patches - Assist customer in platform usage - Help marketing team or sales team to retrieve relevant statistics on the platform for future deals - Perform system health checks and update the status to the team and customer if required - Respond to the customer services desk incidents in a timely manner to ensure their satisfactory closure - Obtain the Support Manager approval prior to disclosing any information, agree or disagree any issues with the client given the sensitivity of this support role - Ensure that all support incidents and their resolutions are well documented in support portal