Technical Support Engineer📣 إعلان

منذ 20 يوم

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الدمام

وصف الوظيفة

About Afaqy

Afaqy is a prominent IT and IoT solutions provider operating across Saudi Arabia and the wider MENA region. Since 2005, Afaqy has specialized in fleet management, GPS tracking, and telematics solutions, helping organizations automate workflows, optimize operations, and enhance customer experience. The company partners with major global technology and IoT brands, serving clients in sectors such as transportation, logistics, construction, and telecommunications. Afaqy maintains operations in KSA, Egypt, Oman, and Qatar, guided by principles of value for money, safe yet simple solutions, and sustainable practices.

Role Overview: Technical Support Engineer

Afaqy is seeking a Technical Support Engineer to join its team in Dammam, Eastern Province. This is a full-time, on-site position. The After-Sales Technical Support Engineer serves as the primary technical point of contact for clients following the delivery of fleet management and IoT solutions. The core responsibility is to ensure the reliable operation of these solutions and to deliver a consistently high standard of service to clients.

Key Responsibilities

Provide technical support to clients regarding fleet management platforms, GPS tracking devices, sensors, and connected accessories through various channels including calls, emails, online meetings, and on-site visits.
Diagnose and resolve hardware, connectivity, and platform-related issues, escalating complex cases to relevant internal teams and ensuring follow-up until resolution.
Support regulatory compliance activities, including vehicle registration and linking on government platforms such as WASL, to help client fleets maintain compliance.
Conduct client site visits for troubleshooting, installation follow-up, user training, and periodic account reviews.
Manage support requests, tasks, and service activities using CRM and ticketing systems, ensuring accurate and up-to-date record-keeping.
Coordinate closely with Sales, Operations, and other internal departments to ensure timely issue resolution and smooth handovers.
Adhere to Service Level Agreement (SLA) response and resolution standards, and contribute to periodic service and performance reports.
Support device upgrade and migration initiatives, as well as proactive account health checks.
Contribute to the continuous improvement of support processes, documentation, and the overall client experience.

Required Qualifications and Experience

Candidates should possess 2-5 years of experience in a technical support role, preferably within the IT, IoT, or telematics industry. A valid driving license is required, along with a willingness to travel to client sites across the Eastern Province as needed.

Work Environment

This is an on-site position based in Dammam, Eastern Province. The role involves direct interaction with clients, including regular travel to client locations within the Eastern Province to provide hands-on support, training, and troubleshooting.