Customer Support Engineer

Modaxo is a global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 29 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world.

“Modaxo’s expertise, global bench strength, and singular focus on People Transportation make it a great home for technology companies that share our vision to efficiently move the world’s people” – Bill Delaney, CEO, Modaxo

Purpose of the Role

To provide day-to-day Technical Support to customers by maintaining their systems, investigating, and tracking all issues, along withs testing and deployment of software changes and new releases.

An ongoing commitment to customer satisfaction by meeting their requirements proactively and ensuring all SLA commitments are met.

Key Duties and Responsibilities

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Data Analyst for Reporting solutions with data review, data processing, miss data correction.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Responsible to work in 24x7 shifts.
• Improve customer service, perception, and satisfaction.
• Provide customer focused technical support for all installation, upgrading and maintenance activities
• Respond to customer Requirements/issues quickly and efficiently and ensure that SLAs are met
• Understand customer expectations and address their requirements to maintain customer satisfaction
• Proactively monitor and maintain customer systems to help meet contracted SLAs and up-time targets
• Provide onsite support for all requirements and issues at customer site including installation of Telecom, CCTV, and ITS (Intelligent Transpiration System) devices.
• Ensure all Trapeze processes are followed, and documentation is supplied accurately and on-time
• Proactively support the management team to achieve Trapeze Saudi Arabia goals and identify opportunities for improvements
• Communicate to both customers and colleagues in a professional, clear and respectful manner

Education and Experience

• Bachelor of Science Degree in Computer Science, Electrical Engineering, Computer Engineering, or a similar technical field will be highly regarded
• Certified in Redhat Linux and Microsoft Windows administration and management
• Knowledge on Database environments such Oracle, MSQL
• Minimum 4-5 Years solid experience in technical hands-on support roles:
• Working Experience with Transportation solutions like AVM and Journey planner
• Working Experience with Transpiration Devices installation and support
• Experience in VMware Administration and Management
• Experience in Redhat Linux
• Supporting large systems with many users
• Supporting Java based applications
• Ability to understand and support issues related Telecom equipment (In-built mobile terminal devices).
• A ability to interpret technical architecture of infrastructure services
• 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
• 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
• Previous experience working with large government projects.