Senior Technical Support Engineer - Level 3

<ul><ul>
<li>Lead Sev-1 and Sev-2 incidents from diagnosis through resolution.</li>
<li>Ensure incidents and service requests meet agreed SLAs.</li>
<li>Analyze recurring incidents and implement permanent fixes.</li>
<li>Prepare root cause analysis reports and corrective action plans.</li>
<li>Build scripts, automation solutions, and support tools.</li>
<li>Monitor aged L2 tickets and drive resolution within three working days.</li>
<li>Manage complex support cases and maintain high customer satisfaction.</li>
<li>Review negative client feedback and implement improvement actions.</li>
<li>Lead technical projects across multiple workstreams.</li>
<li>Train and coach L1 and L2 support engineers.</li>
<li>Supervise service quality and support client improvement plans.</li>
<li>Maintain technical documentation and knowledge base articles.</li>
<li>Record billable and non-billable work through the service management platform.</li>
<li>Build trusted relationships with clients and internal stakeholders.</li>
</ul></ul><h2>Requirements</h2><ul>
<li><strong>Technical Requirements</strong></li>
<ul>
<li>Advanced troubleshooting of Windows 10 and Windows 11 environments.</li>
<li>Strong knowledge of Windows Server administration.</li>
<li>Experience administering Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive.</li>
<li>Knowledge of Microsoft Entra ID, identity management, access controls, and multifactor authentication.</li>
<li>Experience with Microsoft Intune, endpoint management, security policies, and device compliance.</li>
<li>Strong understanding of TCP/IP, VLANs, routing, switching, Wi-Fi, and VPN technologies.</li>
<li>Experience managing firewalls, endpoint protection, security patches, and antivirus or EDR solutions.</li>
<li>Knowledge of server virtualization platforms such as Hyper-V or VMware.</li>
<li>Experience with backup, recovery, and disaster recovery processes.</li>
<li>Ability to perform backup restoration tests and verify recovery readiness.</li>
<li>Experience with Azure services and hybrid infrastructure environments.</li>
<li>Experience using HaloPSA or another ITSM or PSA platform.</li>
<li>Strong PowerShell scripting skills for task automation and system administration.</li>
<li>Knowledge of ITIL incident, problem, change, and service request management practices.</li>
</ul>
<li><strong>Professional Requirements</strong></li>
<ul>
<li>Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.</li>
<li>Eight or more years of experience in technical support, IT infrastructure, or managed services is preferred.</li>
<li>Experience working in an MSP environment and supporting multiple clients is preferred.</li>
<li>Experience leading critical incidents and technical escalation cases.</li>
<li>Experience coaching or supervising technical support teams.</li>
<li>Proven technical project delivery experience is preferred.</li>
<li>Strong client and stakeholder management skills.</li>
<li>Arabic communication skills and English proficiency suitable for client meetings and technical documentation.</li>
<li>Eligibility to work in Egypt.</li>
</ul>
<li><strong>Certifications</strong></li>
<li>At least one relevant professional certification is required.</li>
<ul>
<li>ITIL 4 Foundation or higher.</li>
<li>Microsoft 365 Certified Administrator Expert.</li>
<li>Microsoft Certified Azure Administrator Associate.</li>
<li>Microsoft Certified Windows Server Hybrid Administrator Associate.</li>
<li>Microsoft Certified Endpoint Administrator Associate.</li>
<li>Microsoft Certified Identity and Access Administrator Associate.</li>
<li>Cisco Certified Network Associate.</li>
<li>CompTIA Network+ or Security+.</li>
</ul>
</ul><h2>Benefits</h2><ul>
<li>A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.</li>
<li>Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.</li>
<li>Supportive &amp; collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.</li>
<li>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.</li>
<li>Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.</li>
</ul>