Executive - Service Desk

Executive - Service Desk

TALENTMATE is seeking an Executive – Service Desk professional to join our team in Abu Dhabi, United Arab Emirates.

Core
42, a leader in AI‑powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core
42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, Core
42 combines sovereign capabilities with scalable, high‑performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.

The Service Desk Executive plays a key role in delivering exceptional customer experiences through effective support and technical expertise. As a member of the Level 1 Technical Support Team, you will report to the Manager – Service Desk and support Core
42 products’ customers by providing guidance, best practices, technical diagnosis, troubleshooting and operational instructions. This position offers a dynamic environment with diverse challenges and continuous skill development, supporting a rapidly growing, high‑tech, AI‑centric organization in the UAE.

• Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core
  42 products, emphasizing customer empowerment.
• Record customer interactions in tickets and, when necessary, escalates them to level 2 and 3 teams.
• 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.
• Drive continuous improvement of the customer service experience, fostering engagement and organic growth.
• Take ownership of customer issues, drive resolution and become a subject‑matter expert on Core
  42 cloud services, creating and sharing documentation.
• Provide 24/7 support on a rotating shift schedule.
• Ensure customer satisfaction through professional communication and interaction.
• Manage incidents, service requests and changes in strict adherence to SLAs.

• Required skills / qualifications
• 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 (AWS, Azure, GCP).
• Knowledge of networks, routers, switches, firewalls and the TCP/IP stack.
• Experience configuring and running virtual machines, Kubernetes or Docker.
• Familiarity with ITIL and IT service management principles.
• Proficient written and spoken English with strong interpersonal skills for effective user interaction and documentation.
• Strong problem‑solving abilities and a customer‑centric mindset.
• Adaptability and a keen interest in staying abreast of technology trends.
• Preferred skills / qualifications
• Development experience with Shell, Python, Java, etc.
• Knowledge and experience with Open Stack production design, operations and troubleshooting.
• Relevant certifications (RHEL, CCNA, AWS or similar).

• Competitive salary based on your skills and experience.
• Yearly bonus based on performance.
• Exclusive discount cards via Esaad and Fazaa.
• Premium family insurance (health, dental, vision, life).
• Access to premium learning platforms for continuous development.

• Role Level: Entry‑Level
• Work Type:
  Full‑Time
• Location:
  
  Abu Dhabi, United Arab Emirates
• Company:
  Core
  42 (listed via TALENTMATE)
• Industry: IT Services and IT Consulting

Core
42 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status.