Overview
Executive – Service Desk Jobs in Abu Dhabi, UAE at Core42
Overview:
Core
42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.
The Executive-Service Desk plays a key role in enhancing our commitment to delivering exceptional customer experiences through effective support and technical expertise.
As a member of the Level 1 Technical Support Team, reporting to the Manager – Service Desk, the Executive-Service Desk is responsible for supporting Core
42 products’ customers. This includes providing support, general guidance, best practices, technical diagnosis/troubleshooting, and operational instructions.
This position presents a great opportunity for professionals to thrive in adynamic environment, offeringdiversechallenges and continuousskill development. The Service Desk team is instrumental in delivering top-notch assistance toinnovative, new-age cloud solutions at Core
42, a rapidly growing, high-tech, AI-centric organization in the UAE.
Responsibilities:
Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core
42 products, with emphasis on equipping customers with the knowledge necessary to competently manage their environments.
Record customer interactions in the form of tickets and escalate them to level 2 and 3 teams as needed.
Use internal support tools, consoles, SDKs, and command line tools to create detailed descriptions of customer issues, reproduce errors or problems, and route them to internal ticketing systems to advocate for the customer.
Strive to improve the customer service experience, create engaged customers, and facilitate organic growth.
Take ownership of customer issues, drive resolution, and become subject matter experts on our cloud services, creating and sharing documentation with fellow executives and customers.
The role requires 24/7 support on a rotating shift schedule.
Ensurecustomer satisfactionby appropriately and rightly interacting with them.
Manage incidents, service requests, and changes adhering strictly to the SLAs.
Closely manage and follow up on any tickets with customers or level 2/3 engineers.
Qualifications:
Bachelor’s degree in applicable field or equivalent experience.
Experience as a Linux Administrator, Technical Support Engineer, or similar in a production Linux environment (infrastructure, network, storage, servers, security).
Strong understanding of cloud computing platforms (e.g., AWS, Azure, GCP).
Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.
Experience with configuring and running virtual machines, Kubernetes, or Docker.
Familiarity with ITIL and IT service management principles.
Proficient in written and spoken Englishcommunication, with strong interpersonal skills for effective user interaction and issue documentation.
Demonstrates strongproblem-solvingabilities to efficiently troubleshoot technical issues, coupled withcustomer-centricmindset for delivering exceptional support.
Adaptabilityand a keen interest in staying abreast of technology trends contribute to the success of this role in handlingdiverseuser queries effectively.
Ideally, you’ll also have:
Develop…
Title: Executive – Service Desk
Company: Core42
Location: Abu Dhabi, UAE
Category: IT/Tech, Customer Service/HelpDesk
