Customer Service Senior engineer

Company Description

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 Description

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

Customer Support & Coordination

Workshop & Spare Parts Handling

Continuous Improvement & Knowledge Sharing

Qualifications

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.

Additional Information

Core Technical Skills

Soft Skills

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

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