Technical Support Specialist
Confidential
Job Overview
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Job Description
About the Company
We are a trusted recruitment partner supporting telecommunications companies in delivering reliable and high-quality technical services. On behalf of a Confidential Telecommunications Company, we are seeking a customer-focused Technical Support Specialist to provide technical assistance and ensure a smooth user experience for clients across the MENA region.
This is a full-time remote role, open to candidates based across the MENA region.
About the Role
As a Technical Support Specialist, you will be responsible for providing first- and second-level technical support, troubleshooting system and network-related issues, and assisting customers with technical inquiries. You will work closely with internal technical teams to ensure timely resolution and high customer satisfaction.
Key Responsibilities
- Provide technical support to customers via ticketing systems, email, chat, or phone
- Troubleshoot hardware, software, and network-related issues
- Escalate complex technical problems to higher-level support teams when needed
- Document issues, solutions, and procedures clearly and accurately
- Monitor and follow up on open tickets to ensure timely resolution
- Support system configuration, setup, and basic maintenance tasks
- Ensure compliance with service level agreements (SLAs)
- Deliver a professional and customer-focused support experience
Requirements
- Bachelor’s degree in Information Technology, Telecommunications, or a related field (or equivalent experience)
- Proven experience in a Technical Support, IT Support, or Help Desk role
- Basic understanding of networking concepts and telecommunications systems
- Experience working with ticketing and support tools
- Strong problem-solving and communication skills
- Ability to work independently in a remote environment
- Fluency in English is required; additional languages are a plus
What We Offer
- Fully remote work within the MENA region
- Opportunity to work with a reputable telecommunications company
- Supportive and collaborative technical team
- Competitive compensation package based on experience
Key skills/competency
- Technical Support
- Troubleshooting
- Customer Service
- Networking Concepts
- Telecommunications Systems
- Ticketing Systems
- Problem-solving
- SLA Management
- Remote Support
- IT Support
How to Get Hired at Confidential
- Research Confidential's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for telecom roles: Highlight experience with technical support, networking, and customer service, using keywords from the job description.
- Prepare for technical assessments: Brush up on networking concepts, troubleshooting methodologies, and telecommunications system basics for a Technical Support Specialist role.
- Showcase your problem-solving skills: Be ready to discuss specific examples of how you've resolved complex technical issues and improved customer satisfaction.
- Demonstrate remote work readiness: Emphasize your ability to work independently, manage time effectively, and communicate clearly in a remote setting.
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