Solution Support Engineer

CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.

We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.

We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.

CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.

Job Requirement: 

Projects Implementation of EFT Solutions

• Provide the customers a project plan including the scope of work, implementation steps, and Rollout Plan.
• Provide advanced hardware and software project support to customers.
• Perform research for projects implementation and ensure delivery of projects as per the agreed requirements.
• Ensure the completion of assigned projects to the fullest extent and as per our quality standards.
• Support the User Acceptance Test (UAT).

Planning and deployment of live Solutions

• Coordinate and execute the implementation of the services on live systems and direct the activities of the service delivery team when delivering the projects as standard services.
• Handover the implemented and tested solution to the service delivery team including documented procedures.
• Assist with Lifecycle support of Customer implemented solutions.
• Provide consultation to operations on customer implementations after handover.
• Work with a team, responsible for maintaining full-functionality of each customer’s POS and communications systems.
• Respond to customer inquiries via a variety of mediums on time to meet client SLAs and/or take an assignment of cases from internal staff.

​​​​​​​Escalation Process

• Analyze all high-level escalations and perform a full investigation and diagnosing for the escalated cases from the customer and provide the permanent solution of resolving the case.
• Ensure the non-recurrence of escalated cases by communicating the solution to the Customer Service team and performing some training to increase their ability to avoid such escalation in the future.
• Supervise and provide the required support to Engineers and Technicians at the software and hardware level.
• Critical bugs fixed or recover from operational disasters
• Ensure highest service level by site visits on a given complex and high escalation situations.
•  Conduct with Diebold Nixdorf support team for solutions updates and fixes for Escalated Problems.
•  Assure of the latest HotInfos are applied on running the live system.
•  Understand and be able to implement set escalation procedures.

Quality assurance of live solutions

• Consult with the System Administration team and System Specialist of the bank in the analysis, resolution of service delivery issues, and implementation of change requests.
• Participate in the deployment of corporate tools, processes, and procedures to optimize the performance of service delivery.
• Migrate outdated solutions to follow global/up-to-date standards.
• System analysis and performance assurance.
• Provide onsite and in-house training for the service delivery team and customers.
• Updating Currency files of CCDM and PC3100 for new notes releases.
• Work on shift base after working hours and holidays.
• Conduct field troubleshooting.
• Maintain the problem ticket log promptly with sufficient detail about each call.
• Have working knowledge of each customer’s Service Level Agreements.
• Follow help desk procedures and adhere to company standards.

• Bachelor's degree in Computer or Electrical Engineering
• Minimum 5 years of experience
• The role is supervisory, completing and reporting the work assigned on time.
• Prepares Project management documentation (Change request, Risks & Delays Log and project sign off )
• Escalated Service Reports for customers.
• Creation of images and certifying of images for ATMs.
• Discuss the project's requirements with the customers and communicate documentation accordingly.
• Support and collaborate with the Solution architect Team to qualify the technical requirements of the opportunities and identify the right delivery service solution.
• Demonstrate the solutions for the customers for POC, Demo Requests.
• Communicate with Wincor Nixdorf for solutions updates and fixes.
• Liaise and discuss with the customers the escalation cases reported.
• Support and Collaboration with the CS team to complete the Rollout as planned.