- 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.