First Line of support

Job Category: IT/Software Development Professional Services
Job Type: Full Time
Job Location: New Cairo


The First Line support engineer is responsible for assisting the IT team in delivering a first-class support service to the end-customer by resolving issues in person, over the phone, or via remote connectivity. The role has a variety of tasks and requires a real team player who can manage his/her time efficiently and prioritize or escalate technical issues to ensure a prompt closure.

Job Responsibilities

  • Troubleshoot and resolve first-line support issues in a timely and effective manner.
  • Take ownership of support issues, be proactive and seek closure ensuring all relevant support procedures are followed.
  • Log all communication on the ticketing system and maintain full documentation.
  • Escalation of more complex calls to the relevant support team member.
  • Perform any other reasonable duties consistent with the role as required.

Interpersonal skills

  • Good communication (written and spoken).
  • Good time management.
  • Manage conflicts.
  • Pro-active approach to work.
  • Customer oriented.
  • Problem ownership.
  • Team players.

Education and Experience:

  1. Developer 1st line support, you can consider the below profile

Job Description:

  • Analyze customer problems, resolve and close customer complaints as per assignment from team leader. 
  • Prepare software and hardware design documents for review by project team leader/Senior engineer. 
  • Generate project documentation. 
  • Analyze applications problems.
  • Implement the DCS and other hardware and software applications. 
  • Undertake the testing of software and hardware 
  • Prepare and submit weekly reports to the project team leader. 
  • Provide feedback to the Services & Engineering Manager on the performance of the Technicians, as input into their performance evaluations. 
  • Report the status of the customer service provided to the project team leader. 
  • Provide customer support during warranty periods.
  • Report Cusomer Issues to internal team

Job Requirements:

  • Experience with IIS and deploying application.
  • Experience with Active Directory.
  • Experince with application instllation 
  • 2+ years of experience .
  • Experience with Azure Cloud.
  • Experience deploying applications

2. Data and AI 1st line support, you can consider the below profile:


  • Design and Develop of Data Warehousing, Reporting and Analytics solutions that deliver information efficiently, with the end goal to solve business challenges and achieve business objectives.
  • Design and develop ETL (extract-transform-load) processes to validate and transform data, calculate metrics and attributes, and populate data models.
  • Design interactive and analytical dashboards and scorecards.
  • Build tabular and paginated reports.
  • Prepare unit tests for all work to be released to live environment (including data validation scripts for data sets releases or changes).
  • Implement performance tuning on databases, OLAP cubes, tabular data models, reports and dashboards based on monitoring.
  • Organize and deliver knowledge transfer to clients.
  • Proactively seek to develop self.
  • Look to improve technical skills, industry/Future knowledge, and analytical techniques.


  • Bachelor’s degree in computer science or equivalent.
  • T-SQL DDL, DML, DQL, and DCL commands.
  • Dimensional modelling and data warehousing.
  • Data analysis, wrangling, and quality using T-SQL and Python.
  • Data modelling tools ex. Erwin (preferred).
  • SSIS, SSAS, and SSRS.
  • Data integration tools like ODI, Informatica, and Talend (preferred).
  • Power BI.
  • Data visualization and analytics tools like Tableau and Qlik (preferred).
  • DAX and MDX.
  • Azure SQL, Synapse Analytics, Data Factory, Azure Analysis Services (preferred).
  • Expert problem-solving and analytical skills.
  • Outstanding written and verbal communication skills.
  • Ability to work in a fast-paced, deadline-driven environment.

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