About the role
- Lead Sev-1 and Sev-2 incidents from diagnosis through resolution. - Ensure incidents and service requests meet agreed SLAs. - Analyze recurring incidents and implement permanent fixes. - Prepare root cause analysis reports and corrective action plans. - Build scripts, automation solutions, and support tools. - Monitor aged L2 tickets and drive resolution within three working days. - Manage complex support cases and maintain high customer satisfaction. - Review negative client feedback and implement improvement actions. - Lead technical projects across multiple workstreams. - Train and coach L1 and L2 support engineers. - Supervise service quality and support client improvement plans. - Maintain technical documentation and knowledge base articles. - Record billable and non-billable work through the service management platform. - Build trusted relationships with clients and internal stakeholders.
Requirements
- Technical Requirements
- Advanced troubleshooting of Windows 10 and Windows 11 environments. - Strong knowledge of Windows Server administration. - Experience administering Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive. - Knowledge of Microsoft Entra ID, identity management, access controls, and multifactor authentication. - Experience with Microsoft Intune, endpoint management, security policies, and device compliance. - Strong understanding of TCP/IP, VLANs, routing, switching, Wi-Fi, and VPN technologies. - Experience managing firewalls, endpoint protection, security patches, and antivirus or EDR solutions. - Knowledge of server virtualization platforms such as Hyper-V or VMware. - Experience with backup, recovery, and disaster recovery processes. - Ability to perform backup restoration tests and verify recovery readiness. - Experience with Azure services and hybrid infrastructure environments. - Experience using HaloPSA or another ITSM or PSA platform. - Strong PowerShell scripting skills for task automation and system administration. - Knowledge of ITIL incident, problem, change, and service request management practices.
- Professional Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. - Eight or more years of experience in technical support, IT infrastructure, or managed services is preferred. - Experience working in an MSP environment and supporting multiple clients is preferred. - Experience leading critical incidents and technical escalation cases. - Experience coaching or supervising technical support teams. - Proven technical project delivery experience is preferred. - Strong client and stakeholder management skills. - Arabic communication skills and English proficiency suitable for client meetings and technical documentation. - Eligibility to work in Egypt.
- Certifications - At least one relevant professional certification is required.
- ITIL 4 Foundation or higher. - Microsoft 365 Certified Administrator Expert. - Microsoft Certified Azure Administrator Associate. - Microsoft Certified Windows Server Hybrid Administrator Associate. - Microsoft Certified Endpoint Administrator Associate. - Microsoft Certified Identity and Access Administrator Associate. - Cisco Certified Network Associate. - CompTIA Network+ or Security+.
Benefits
- A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within. - Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development. - Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team. - A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work. - Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.
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