Overview:

The Service Desk analyst plays a key role in enhancing our commitment to delivering an 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 Service Desk Analyst is responsible for supporting Core42 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 a dynamic environment, offering diverse challenges and continuous skill development. The Service Desk team is instrumental in delivering top-notch assistance to an innovative, new-age cloud solutions at Core42, 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 Core42 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.
• Ensure customer satisfaction by 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 English communication, with strong interpersonal skills for
• effective user interaction and issue documentation.
• Demonstrates strong problem-solving abilities to efficiently troubleshoot technical issues, coupled with custome-centric mindset for delivering exceptional support.
• Adaptability and a keen interest in staying abreast of technology trends contribute to the success of this role in handling diverse user queries effectively.

(b) Preferred skills / qualifications

• Development experience with Shell, Python, Java, etc.
• Knowledge and experience with OpenStack production design, operations, and troubleshooting.
• Relevant certifications with RHEL/CCNA/AWS/similar