Customer Service Senior 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.

Customer Service Senior Engineer with experience in Banking, Financial Services. The ideal candidate will be responsible for providing advanced technical support, conducting preventive and corrective maintenance, and ensuring the optimal performance of banking systems and self-service terminals. The role involves close coordination with the customer, service team, and technical experts to achieve high service availability and customer satisfaction while adhering to SLA commitments and operational standards.

DUTIES & RESPONSIBILITIES

Technical Support & Maintenance:

• Perform installation, configuration, testing, and troubleshooting of Diebold Nixdorf self-service terminals (CINEO and DN Series – CMD-V4, RM3, CCDM, ATS, RM4V, RM4H, CMDV6C, CMDV6A) and related peripherals.
• Carry out preventive and corrective maintenance to ensure optimal machine uptime and adherence to SLA targets.
• Analyze recurring technical issues and implement permanent corrective actions to minimize repeat failures.
• Coordinate with vendor technical teams for complex issues, firmware updates, and hardware enhancements.

Service Delivery & Field Operations:

• Respond promptly to customer service calls and ensure timely resolution of incidents within agreed SLAs.
• Prepare and update service reports, installation checklists, and preventive maintenance documentation
• Support software and hardware upgrades, system replacements, and field modifications as per project requirements.
• Ensure all activities are carried out in compliance with safety, quality, and operational standards.

Customer Support & Coordination:

• Maintain effective communication with customers to provide updates, clarify technical details, and ensure satisfaction with service delivery.
• Work closely with the service desk and logistics teams to plan visits, manage parts requests, and report any field challenges.
• Escalate high-impact issues proactively to the team leader or vendor for timely intervention.

Workshop & Spare Parts Handling:

• Assist in diagnosing and repairing returned hardware components in the workshop environment.
•  Maintain accurate tracking of used spare parts, report consumption, and ensure timely return of faulty items.

Continuous Improvement & Knowledge Sharing:

• Respond promptly to customer service calls and ensure timely resolution of incidents within agreed SLAs.
• Support training and mentoring of junior engineers to enhance overall team capability.
• Participate in technical workshops and internal reviews to share best practices and field experience.

Education

Bachelor's degree in computer science, Computer Engineering, or Information Technology.

Experience

3–4 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.

Desired: 4–5 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.

Core Technical Skills

• Diebold Nixdorf Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals.

Soft Skills

• Strong analytical and troubleshooting skills with a methodical approach to problem-solving.
• Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
• Ability to work independently with minimal supervision while maintaining accountability for assigned tasks.
• Proactive and resourceful, with the ability to handle field challenges and unexpected technical issues calmly.
• Highly organized, with strong attention to detail and commitment to quality service delivery.
• Flexible and adaptable to changing technologies, tools, and operational requirements.
• Collaborative team player who contributes positively to knowledge sharing and continuous improvement initiatives.
• Customer-focused mindset, ensuring professionalism and responsiveness in all interactions. 

Compliance with policies and procedures based on the ISO standards adopted by CNS.