Executive - Service Desk Core

Executive - Service Desk Core
42

TALENTMATE Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

The Service Desk analyst plays a key role in enhancing our commitment to delivering an exceptional customer experience 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 Core
42 products’ customers, including 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.

• Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core
  42 products.
• Equip customers with the knowledge necessary to competently manage their environments.
• Record customer interactions in tickets and escalating to level 2 and level 3 teams as needed.
• Use internal support tools, consoles, SDKs, and command‑line tools to create detailed descriptions of customer issues, reproduce errors, and route them to internal ticketing systems.
• Strive to improve the customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer issues, drive resolution, and become a subject‑matter expert on our cloud services, creating and sharing documentation.
• Provide 24/7 support on a rotating shift schedule.
• Ensure customer satisfaction by interacting appropriately with them.
• Manage incidents, service requests, and changes while adhering strictly to the SLAs.
• Closely manage and follow up on tickets with customers or level 2/3 engineers.

• Bachelor’s degree in an 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 such as AWS, Azure, or GCP.
• Knowledge of networks, routers, switches, firewalls, and the TCP/IP stack.
• Experience with configuring and running virtual machines, Kubernetes, or Docker.
• Familiarity with ITIL and IT service‑management principles.
• Proficient written and spoken English communication with strong interpersonal skills.
• Demonstrated problem‑solving abilities and a customer‑centric mindset for delivering exceptional support.
• Adaptability and a keen interest in staying abreast of technology trends.

• Development experience with Shell, Python, Java, or similar languages.
• Knowledge and experience with Open Stack production design, operations, and troubleshooting.
• Relevant certifications such as RHEL, CCNA, AWS, or equivalent.

• Role Level: Mid-Level
• Work Type:
  Full‑Time
• Country:
  United Arab Emirates
• City:
  Abu Dhabi
• Company Website: (Use the "Apply for this Job" box below)..core
  42.ai
• Job Function:
  Others
• Industry: IT Services and IT Consulting

TALENTMATE is a platform that connects job seekers and employers, facilitating professional recruitment and hiring.