Engineer/Customer Operation Center (Emiratized Role)

e&
United Arab Emirates
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskEducation: bachelorsSkills: ["Communication","Problem-solving","Analytical thinking","Customer focus","Teamwork"]

Provide remote technical assistance to customers from the Customer Operations Center, diagnosing and resolving issues via phone and virtual channels. Escalate unresolved problems using standard procedures, meet First Contact Resolution and call-answering targets, and support a rotational 24/7 shift schedule including emergency call-outs. Continuously build technical expertise to handle more complex cases, with on-the-job training and opportunities for career growth.

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FursaFursa
e&
e&
3 days ago

Engineer/Customer Operation Center (Emiratized Role)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide remote technical assistance to customers from the Customer Operations Center, diagnosing and resolving issues via phone and virtual channels. Escalate unresolved problems using standard procedures, meet First Contact Resolution and call-answering targets, and support a rotational 24/7 shift schedule including emergency call-outs. Continuously build technical expertise to handle more complex cases, with on-the-job training and opportunities for career growth.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Diagnose and resolve customer technical issues remotely via phone or virtual channels.
  • •Follow standard procedures to escalate unresolved issues to internal teams.
  • •Meet performance targets for First Contact Resolution, remote resolution, and call answering.
  • •Participate in rotational 24/7 shift duties, including responding to emergency call-outs.
  • •Continuously learn and develop technical skills to handle more complex issues.

Key Requirements

  • •Strong knowledge of MS Office and the ability to navigate within web-based system applications.
  • •Strong analytical and problem-solving skills.
  • •Strong communication skills in English (spoken and written) with professional telephone etiquette.
  • •Basic understanding of networking fundamentals (IP, VLAN, WLAN) is preferred.
  • •Ability to work in shifts as per a 24/7 rotation schedule; prior technical support or operations experience is a plus.
Education:Bachelor's in Computer Science, Information Technology, or related field
Skills:CommunicationProblem-solvingAnalytical thinkingCustomer focusTeamwork
Languages:English
Tech Stack:MS OfficeExcelWeb-based applicationsIPVLANWLAN

Company Brief

e&
Emirates Telecommunications (Etisalat, now e&) is a UAE-based multinational telecom operator providing mobile, fixed-line, broadband, IPTV and digital services across the Middle East, Africa and Asia, with extensive infrastructure and enterprise solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1976
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Glassdoor: 3.7
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