Engineer/Customer Operation Center-Group 2 Zone 1 (e& Nafis)

Job Description

Join e& through NAFIS Program

We are looking for talented UAE Nationals to join e& through the NAFIS Program in the role of Engineer/Customer Operations Center.

This opportunity is ideal for motivated Emirati professionals who are eager to grow their careers in a dynamic and future-focused environment.

Role Overview

e& is seeking a Technical Support Engineer to deliver remote technical resolution for customers via first contact, escalation tickets, and proactive work orders. The role involves diagnosing and troubleshooting issues using relevant OSS and BSS applications, ensuring effective and timely support for network and service enhancements.

Responsibilities

• Provide remote technical support to customers via various communication channels.
• Diagnose and troubleshoot network and service issues using OSS and BSS applications.
• Offer first-contact resolution and escalate complex cases to second-line support when required.
• Create and manage proactive work orders to ensure network and service enhancements.
• Maintain a high level of technical expertise and stay updated with the latest industry trends.
• Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience.
• Document and report on support activities, providing feedback for continuous improvement.
• Ensure compliance with company policies and procedures, maintaining data security and confidentiality.
• Act as a second-line support resource for specialized and complex technical issues.
• Participate in knowledge-sharing sessions to enhance the team's overall technical capabilities.
  
  

Qualifications

• Bachelor's degree in Electronics & Telecommunications Engineering, or a related field.
• Minimum 2 years of experience in a technical support or customer service role.
• Willingness to learn and adapt to new technologies and industry best practices.
• Strong customer service orientation, with a focus on delivering exceptional support.
• UAE National (Family Book required)
  
  

Diversity Is Our Strength

At e&, we are committed to Emiratization and to build a diverse and inclusive environment for all