First Line Support Engineer

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

Our company is seeking three highly skilled First Line Support Engineers to join our team. The three specialties under this role are Infra 1st line support, Security 1st line support, and Cloud App & Infra 1st line support.

As a First Line Support Engineer, your primary objective is to ensure the end-customer receives a first-class support service by delivering prompt and effective solutions either in person, over the phone, or through remote connectivity. You will work in close collaboration with the IT team and need to be a team player who can efficiently manage their time to prioritize and escalate technical issues to achieve a speedy resolution.

Your responsibilities will involve providing technical support and troubleshooting assistance to clients, demonstrating a proactive approach to problem-solving, and using your excellent communication skills to keep clients informed throughout the support process. To be successful in this role, you need to have a keen eye for detail, an analytical mind, and the ability to think on your feet, making quick decisions that result in successful outcomes. Join our team today, and be part of a challenging yet rewarding journey towards excellence in support services.

Infra 1st Line Support Key Responsibilities:

  • Engineering or Computer Science Graduate.
  • 2 years of experience in IT Support.
  • A minimum certification from Microsoft on two main products (MCP’s). Preferred to be MCSA Certified
  • Able to work independently in a highly dynamic environment with strong analytical skills, organized, self-motivation, and excellent communication, reporting, and Presentation skills.
  • Ability to deliver challenging targets in a dynamic market environment with a full understanding of customer demands/needs and flexibility to exceed customers’ expectations.
  • Demonstrated leadership and organizational skills with cross-functional teams.
  • Familiar with ITIL best practices and processes.

Security 1st line Support Key Responsibilities:

  • ITI Graduate from cybersecurity track.
  • obtained security certificates (CEH, CCNA CyberOPS,…etc.).
  • has basic knowledge of Microsoft security stack ( sc-900, or MS-500).
  • has basic networking knowledge (CCNA).
  • has a basic knowledge of Active Directory.
  • good communication skills.
  • Previous SOC experience is a plus.

Cloud App & Infra 1st Line Support Key Responsibilities:

  • Providing excellent technical support and commitment.
  • Providing clients while understanding customers’ unique requirements and providing appropriate technical cloud solutions and architecture designs.
  • Reviewing and recommending technologies to improve the delivery of Microsoft and Non-Microsoft solutions.
  • Be a technological cloud advocate to a wider audience inside and outside of the business.
  • Be part of internal innovation hubs and collaborate across the entire firm.
  • Drive innovation by developing a code base and automated deployments.
  • Ability to build solid relationships and show technical expertise to deliver quality, client-centric solutions using Microsoft technologies.
  • Advocate innovation within the firm and with clients and promote team collaboration.
  • Excellent interpersonal skills and the ability to influence and manage various relationships in a complex environment.
  • Strong communication skills (verbal, written, and listening): an ability to present information concisely, and to communicate in a manner applicable to all levels.
  • Excellent attention to detail and ability to ensure documents are consistent in language, terminology, and style.
  • Flexible approach to work with a focus on delivery to deadlines and high standards.
  • Ability to handle highly confidential information with tact and discretion.
  • Eagerness to learn and continue to develop.

If you are an experienced First Line Support Engineer with expertise in Infra 1st Line Support, Security 1st Line Support, or Cloud App & Infra 1st Line Support, we encourage you to apply with an updated CV. Please ensure to mention your role specialty in the subject line, such as “Security 1st Line Support.”

We look forward to hearing from you!

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