Technical Support Engineer

Company Description

AFAQY is a leading IT and IoT service provider in Saudi Arabia and the MENA region, and

the required job will be in Oman Musca

t
working with a diverse range of reputable clients across various industries. Since its launch in 2005, AFAQY has earned the trust of local and regional clients by developing state-of-the-art solutions to automate workflows, optimize internal processes, and enhance customer experiences. The company operates from four countries: KSA, Egypt, Oman, and Qatar, and is known for its innovative and sustainable approach. AFAQY's team of talented engineers, designers, and developers has a proven track record of overachieving expectations by creating game-changing solutions for businesses of all sizes.

Role Description

The primary purpose of the Technical Support Engineer role is to ensure the effective deployment, maintenance, and support of our fleet management hardware and software solutions. The role involves a combination of hands-on hardware integration, technical troubleshooting, and customer interaction to deliver high-quality service and ensure customer satisfaction. This position plays a critical role in enhancing the functionality of our products by collaborating with internal teams and external partners, providing valuable insights for continuous improvement, and supporting our clients in optimizing their operations through the effective use of our solutions

Role Details – Key Responsibilities And Accountabilities

Project Implementation Support (Hardware)

• Integrated and assembled GPS devices and other vehicle accessories according to customer requirements.

• Create configurations for devices based on specific needs.

• Collaborate with hardware manufacturers to address bugs and resolve issues.

• Work closely with the system development team to implement improvement ideas and resolve bugs.

Technician Support

• Lead new installation projects, including maintenance, repair, and removal tasks.

• Provide guidance and support to technicians during installations and troubleshooting.

Customer and Internal Support

• Handle various customer requests and inquiries regarding our system through the Zoho Ticketing system.

• Provide customers with insights and recommendations to optimize their operations by analyzing system data.

• Collaborate with other teams to enhance company processes, particularly in ERP improvement.

• Conduct training sessions for clients to ensure effective use of our solutions.

• Conducting internal training for the team to enhance the quality and build up teamwork

Software Quality Assurance (Application Tools)

• Conduct usability testing to gather valuable insights for enhancing the user experience.

• Work closely with the development team to ensure that software tools meet quality standards.

Desired Skills, Qualifications & Experience

• Bachelor's degree in engineering, computer science, or a related field.

• Proven experience in hardware and software technical support, preferably in fleet management or a related industry.

• Strong knowledge of GPS devices and vehicle accessories.

• Excellent problem-solving skills and attention to detail.

• Ability to work collaboratively in a team environment.

• Strong communication skills, both verbal and written.

Additional Requirements

• Experience with Teltonika devices and ERP system is a plus.

• Ability to manage multiple projects and tasks simultaneously.

• willingness to travel for on-site installations and support when necessary.

• Availability to provide support during weekends, post-working hours, and public holidays in case of emergencies.