Service Desk Executive

TL;DR

Service Desk Executive (AI/Cloud): Providing L1 technical support, resolving customer inquiries, and troubleshooting technical issues for hirify.global's AI-powered cloud products with an accent on equipping customers with knowledge, managing incidents, and ensuring customer satisfaction through effective support. Focus on becoming subject matter experts on cloud services, documenting issues, and driving resolution within a 24/7 rotating shift schedule.

Location: Abu Dhabi, United Arab Emirates. This role requires 24/7 support on a rotating shift schedule.

Company

hirify.global is a leader in AI-powered cloud and digital infrastructure, driving transformative technology solutions globally and empowering clients to harness sovereign AI infrastructure.

What you will do

• Answer customer inquiries via phone and email, providing guidance on hirify.global products.
• Record customer interactions as tickets and escalate to higher-level teams as needed.
• Use internal support tools, consoles, SDKs, and command line tools to describe, reproduce, and route customer issues.
• Take ownership of customer issues, drive resolution, and become subject matter experts on cloud services.
• Manage incidents, service requests, and changes, strictly adhering to SLAs.
• Ensure customer satisfaction through appropriate interactions and follow-ups.

Requirements

• 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.
• Strong understanding of cloud computing platforms (AWS, Azure, GCP).
• Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.
• Experience with configuring and running virtual machines, Kubernetes, or Docker.
• Familiarity with ITIL and IT service management principles.
• Proficient in written and spoken English communication.
• Strong problem-solving abilities and a customer-centric mindset.

Nice to have

• Development experience with Shell, Python, Java.
• Knowledge and experience with OpenStack production design, operations, and troubleshooting.
• Relevant certifications (RHEL/CCNA/AWS/similar).

Culture & Benefits

• Inclusive, innovative, and collaborative environment with a diverse team of 1,100+ employees from 68 nationalities.
• Culture grounded in trust, accountability, and high performance, united by values: Grit, Passion, and Impact.
• Competitive salary package based on skills and experience, plus a performance-based annual bonus.
• Access to exclusive discount cards (Esaad and Fazaa).
• Comprehensive premium family insurance, including dental, vision, and life insurance.
• Access to top-tier learning platforms with unlimited access to premium courses for career growth.