1st Level IT Support - 2nd Level IT Support

Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

Project Overview

The scope of this project includes providing comprehensive 1st and 2nd level IT support services. This includes, but is not limited to, helpdesk support, incident management, and system troubleshooting. The selected vendor will be expected to meet defined service levels, including response times, resolution times, and availability.

Requirements

Vendor Requirements Experience and Expertise:

• Proven experience in providing IT support services to financial institutions
• Demonstrated ability to handle complex IT environments and provide high quality support
  
  

Technical Requirements:

1st Level IT Support Qualifications

• Minimum of 1 year of experience in IT support roles
• Familiarity with banking software and systems
• Expertise in PC management, troubleshooting hardware and software issues
• knowledge of operating systems (Windows, Linux, etc.) and enterprise software
• Ability to provide remote and on-site support as needed
  
  

2nd Level IT Support Qualifications

• Minimum of 5 years of experience in IT support roles
• Strong knowledge of operating systems (Windows, Linux, etc.) and enterprise software
• Proficiency in troubleshooting hardware and software issues
• Excellent communication skills and the ability to work under pressure
• Experience with IT service management tools and ticketing systems
• Ability to provide advanced technical support and escalate issues when necessary
• Strong analytical and problem-solving skills
• User Account Management: Creating, modifying, and deleting user accounts and mailboxes
• Advanced Troubleshooting: Resolving complex issues that first-level support cannot handle, such as intricate email delivery problems, client connectivity issues, and performance bottlenecks
• Mailbox Recovery: Restoring deleted mailboxes or recovering specific emails from backups
• Mobile Device Management: Managing and troubleshooting issues related to mobile device access to Exchange, including configuring ActiveSync policies
• Transport Rules and Connectors: Creating and managing complex transport rules and connectors to control email flow and apply specific policies
• Certificate Management: Handling advanced certificate issues, including renewing and troubleshooting SSL certificates for secure communication
• Performance Monitoring: Using tools to monitor the performance of Exchange servers and taking corrective actions to resolve identified issues
• PowerShell Scripting: Writing and executing PowerShell scripts to automate repetitive tasks and manage Exchange more efficiently
• Distribution Groups: Creating and managing distribution groups and ensuring the correct users are included
• Mailbox Permissions: Assigning and managing permissions for mailboxes, such as granting access to shared mailboxes or calendars