Service and Support Engineer, Milestone Technical Support, KSA

This job is OPEN for ALL Nationalities to Apply, unless otherwise specified.

Read the Job Description carefully, then scroll down for "Details to Register for this Job"...

Our Scandinavian culture is based on our dedication to put people first. It's how we grow our culture, our business, and our community. Investing in people is how we do it.

 

You will be part of

Milestone Technical Support (MTS) is an international support team dedicated to providing excellent Customer / Partner satisfaction. We operate on a global scale, in a fast-paced dynamic environment, united by one common passion – to be the best. With the challenges you will face in this exciting role, there will be plenty of opportunities to grow both personally and professionally.

 

What you will do in a typical day at Milestone

The Technical Service & Support Engineer is a multi-functional role providing technical support, technical training & professional services delivery to Milestone Partners.

Technical Support is typically the first point of contact for Customers and Milestone Partners, and therefore plays a key role in helping Milestone achieve its mission of providing excellent Customer / Partner knowledge and satisfaction. The Support Team must demonstrate an in-depth understanding of the Milestone product portfolio and an excellent customer-facing skillset. 

Milestone Professional Services is a portfolio of system deployment and optimization services de-signed to unlock the full potential of Milestone installations and optimize system performance for a problem-free and stable operation.

This role will see you deliver Professional Services including System health check and Installation (remote or onsite) after a Statement of Work is signed.  You will contribute to a continuous product training of end users and partners.

You will support the EMEA Sales & Technical Operations team, by delivering reliable technical sup-port and training services to Milestone Partners and empower the Milestone community by growing their expertise in implementing and maintaining Milestone solutions.

 

Customer - Partner Experience

Make every customer interaction a satisfying experience through a professional, outgoing, and personable attitude.

Resolve customer requests, questions, and complaints effectively, frequently requiring analy-sis of situations to determine best use of online or technical support resources.

Serve as liaison between the customer and the Technical Support team and if appropriate, es-calating cases up the support chain in a timely and effective manner.

Ensures that all relevant communication, documents, and files related to the case or delivery are accurately recorded in the support system.

Provide timely & accurate status updates to customers and relevant internal stakeholders.

Organize meeting to capture customer requests and convert the deliverables as Statement of Work for Professional Service activity.

Continuous effort to acquire and maintain good knowledge of Milestone’s products as well as Support procedures, practices, and policies.

 

Within Technical Service

Scope, implement and deliver professional services.  

Delivery of high quality online/onsite training of technical classes, including customized train-ing where needed. 

Maintain a high level of course satisfaction for the Course Attendee Survey.

 

Professional Qualifications  

Degree in Computer Science or Computer Engineering or equivalent experience.

At least 5-7 years’ work experience providing technical support and training for external cli-ents.

Preferably a background within the Video Surveillance Industry. 

Good understanding of IP Network technologies

Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fi-bre Channel.

Good technical understanding and practical experience with Microsoft Windows Server oper-ating systems.

Experience with Microsoft SQL Server, writing queries to fetch the data & resolve any issue re-lated to SQL, including making backups and monitoring general database health.

Knowledge of Microsoft AD user/group authentication.

Remote troubleshooting skills.

Has good analytical problem-solving capabilities.

Can deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations.

Excellent communication skills and fluency in English both written and verbal.

Manage incoming inquiries via e-mails and telephone calls, and proactively follow-up on pro-jects.

Milestone Certified Integration Technician certification.

 

Personal Skills

Ability to take on increasingly challenging assignments with a 'can do' attitude and expects a positive outcome. 

Is confident of own capabilities and believes that persistence and hard work yield results.  

Is open-minded & shares information with others.  

Gives and receives constructive feedback to strive for continuous self-improvement.  

Self-motivated to continue to progress to the next levels of technical support.  

Ability to work in a team environment as well as individually. 

Keywords: multi-task oriented, calm, polite, clear, articulate, positive, friendly. 

 

Milestone Supports Your Wellbeing and Growth

25 days of paid vacation

Flexible working hours

Parking spot in the office

Gym allowance.

Employee Assistance Program

Medical insurance

Learning and training plan

 

Want to hear more? 

If you want to take on this exciting challenge and to become part of our fast-growing technology company, apply now by submitting your application and CV!

Please use the Apply button to submit your application. Applications and CVs sent through other channels (email, private messaging etc.) will not be considered.

 

About Milestone

At Milestone, your work goes beyond what the human eye can see. With our unique video technology software, you help people make wiser and more responsible decisions – in and beyond security.

Whether you advance our software, inspire to new integrations, or elevate our customers, you are part of a growth company recognized by the industry. We have a unique people first approach to everything we do, and it’s not just empty words. Being part of a fun, friendly, and flexible environment you’ll find, that working here almost feels like home away from home.

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