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account executive

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im - retail senior sales executive Jobs in Cairo

im - retail senior sales executive

senior sales executive

Synopsys Inc

<div>
 
 We Are:
 
 
 
 At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content. Join us to transform the future through continuous technological innovation.
 
 
 
 You Are:
 
 
 
 <ul>
 <li>
 The ideal candidate will have expertise in AI and Large Learning Models (LLM) used in the semiconductor verification market to help develop and drive Synopsys ICV AI use models for established process nodes to support advanced market needs. In this role you will be able to envision and prototype AI concepts that could accelerate semiconductor verification solutions and validate them in actual market use models. This is especially critical as the market is moving into the rapidly evolving combination of established process node, and advanced process nodes due to the rapidly expanding 3D and Chiplet market.
 </li>
 <li>
 You are interacting with the rest of Product Management, Technical Sales, and customers to have a complete understanding as to what specific AI use models need to be incorporated into product roadmaps to support the multiple markets that Synopsys interacts with.
 </li>
 <li>
 You are highly motivated, with a passion for innovation and the ability to work collaboratively across engineering, product management and sales teams to ensure alignment to initiatives.
 </li>
 <li>
 You are comfortable working as an individual contributor on multiple special projects while at the same time influence managing Technical Sales, R&amp;D, and Product Management.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Be Doing:
 
 
 
 <ul>
 <li>
 You will work with the Executive Director of Synopsys ICV for Established Nodes to conceptualize, prototype, and validate AI use models across the Synopsys ICV offering. These use models will be applicable for development and QA of core Synopsys ICV products and for customer applications throughout the Synopsys ICV product line. Special focus will be on the application of AI within strategies for Synopsys ICV established process node designs that align with advanced process nodes on the same 3D system and with overall Synopsys ICV broader business objectives.
 </li>
 <li>
 You will work with the rest of the 3D established node product managers to train and educate Synopsys Technical sales. Also work with Technical Sales to explain how to address customer unique requirements that calls for funded customization and support.
 </li>
 <li>
 You will work closely with the rest of Synopsys ICV product management, R&amp;D and sales teams to align ICV AI based needs with Synopsys product development and go-to-market strategies.
 
 
 </li>
 </ul>
 
 The Impact You Will Have:
 
 
 
 <ul>
 <li>
 Accelerate Synopsys&rsquo; ICV strategic positioning in the 3D and Chiplet established node market via identification and development of competitive differentiation using AI based techniques.
 </li>
 <li>
 Strengthen Synopsys&rsquo; influence and thought leadership within the semiconductor ecosystem and customer base through compelling presentations and engagement via AI driven use models as how Synopsys ICV is the solutions for the new 3D/Chiplet market.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need:
 
 
 
 <ul>
 <li>
 10+ years of relevant EDA/semiconductor product management experience.
 </li>
 <li>
 5+ years of experience in development of solutions that include AI and LLM techniques
 </li>
 <li>
 BS/MS, in Electrical Engineering and or Device Physics required. PhD or MBA in your field desired.
 </li>
 <li>
 Understanding of Semiconductor ecosystem, and expertise with Foundry, EDA PDK development and associated relationships for DRC functions and Rules.
 </li>
 <li>
 Proven ability to work with Product Management senior managers to help define what is a customer specific need vs a general market requirement where they could be an industry leading teacher-customer.
 </li>
 <li>
 Exceptional ability to drive and achieve results by yourself and others under time pressure.
 </li>
 <li>
 Excellent presentation, communications, and interpersonal skills.
 </li>
 <li>
 Ability to travel at least 20% of the time.
 
 
 </li>
 </ul>
 
 The Team You&rsquo;ll Be A Part Of:
 
 
 
 You will be working with senior management to create a dynamic team focused on greatly expanding Synopsys&rsquo; ICV product offerings and market positioning in the established node/3D design environment. This team will work closely with Line of Business (LoB) product management, sales, and R&amp;D to align ecosystem offerings with Synopsys&rsquo; ICV overall strategic goals. As a key component of the overall Synopsys EDA Product Management Group, this team will identify and cultivate new opportunities, drive collaborative initiatives, and promote joint marketing programs to deliver solutions to the semiconductor market that mutual established node customers need as the world moves into multiple ways to design their offerings. It is no longer just &ldquo;let&rsquo;s go to the next process node&rdquo; but a &ldquo;how do we best design this&rdquo; world.
 
 
 
 Rewards and Benefits:
 
 
 
 We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.
 
 
 At Synopsys, we want talented people of every background to feel valued and supported to do their best work. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, age, military veteran status, or disability.
 
 
 In addition to the base salary, this role may be eligible for an annual bonus and other discretionary bonuses. Synopsys offers comprehensive health, wellness, and financial benefits as part of a of a competitive total rewards package. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can share more specific details on the total rewards package upon request.
</div>

Principal AI Technical Product Manager - Synopsys ICV

NOK Human Capital

<div>
 
 NOK Human Capital is seeking a motivated, customer-oriented
 
 Telesales Executive
 
 to drive direct customer acquisition and revenue through outbound and inbound sales activities. You will engage prospects, understand their needs, and convert interest into confirmed sales while maintaining a high standard of customer experience. The role has a direct impact on revenue growth, conversion rates, and customer retention.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Identify, approach, and engage potential customers through outbound calls, messages, and follow-ups.
 </li>
 <li>
 Conduct consultative sales conversations to understand customer needs and recommend the most suitable workshops.
 </li>
 <li>
 Manage the full B2C sales cycle, from the initial contact to deal closure.
 </li>
 <li>
 Build and maintain strong customer relationships to ensure a positive experience and encourage future participation.
 </li>
 <li>
 Handle customer inquiries and objections professionally while providing accurate information.
 </li>
 <li>
 Track and update customer interactions, sales activities, and pipeline using CRM systems.
 </li>
 <li>
 Contribute to achieving daily, monthly, and quarterly sales targets while maintaining high service standards.
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Marketing, or a related field.
 </li>
 <li>
 Minimum
 
 6 months of experience
 
 in
 
 B2C Sales, Telesales, Customer Service, Customer Support, or Call Center
 
 roles.
 </li>
 <li>
 Strong communication, negotiation, and persuasion skills.
 </li>
 <li>
 Confidence in handling objections and closing sales.
 </li>
 <li>
 Excellent follow-up and relationship-building skills.
 </li>
 <li>
 Proficiency in Microsoft Office and CRM tools.
 </li>
 </ul>
</div>

Telesales Executive

SNAP14 Production

<div>
 SNAP14 is seeking a Client Relations &amp; Brand Marketing Intern to support our Client Relations &amp; Brand Marketing team behind the scenes. This role is 100% internal-facing. You&rsquo;ll help us maintain our luxury brand standards and ensure our clients receive a seamless experience by supporting the team with research, reporting, logistics, and brand materials. This is a learning-focused role perfect for someone who wants to understand how a high-end creative agency manages VIP clients and luxury brand positioning, without the pressure of client-facing responsibilities. The Intern will spend &sim;80% of time on client experience support tasks and &sim;20% on brand marketing support.
 
 
 Key Responsibilities:
 
 
 Client Experience Support - 80%
 
 <ul>
 <li>
 Research &amp; Prep: Conduct research on new and existing clients before meetings. Prepare client briefing documents, backgrounders, and VIP profiles for the Senior Executive to use.
 
 </li>
 <li>
 Onboarding Logistics: Assist in preparing welcome kits, coordinating gifting orders, and organizing digital welcome folders. Data &amp; Reporting: Maintain and update the client tracking system/CRM.
 
 </li>
 <li>
 Log all client interactions reported by the Senior Executive to ensure accurate records.
 
 </li>
 <li>
 Satisfaction Tracking: Help draft, send out, and compile results from client satisfaction/feedback surveys using templates.
 
 </li>
 <li>
 Project Support: Track project timelines and deliverables internally.
 
 </li>
 <li>
 Flag potential delays to the Senior Executive so they can manage client expectations.
 
 </li>
 <li>
 Prepare internal wrap-up reports/feedback after projects finish.
 
 </li>
 <li>
 Support in client observations quarterly reports
 
 </li>
 <li>
 Gifting &amp; Retention Ops: Research luxury gifting options, manage vendor communications for gifts, track inventory, and prepare gifts for dispatch.
 
 </li>
 <li>
 Enrich data to existing clients post shoot on the CRM tool
 
 </li>
 <li>
 Maintain a record of Client engagement on every medium
 
 </li>
 <li>
 Support research on Ideal Client Profile (ICP) as of client engagement efforts and target list
 
 
 
 </li>
 </ul>
 Branding &amp; Marketing Support - 20%:
 
 <ul>
 <li>
 Competitor Tracking: Monitor competitors&rsquo; branding, client engagement tactics, and PR moves. Prepare monthly benchmark reports.
 
 </li>
 <li>
 Support on contacting suppliers for branded items gifting
 
 </li>
 <li>
 Maintaining record of inventory and tracking clients who have received our gifts
 
 
 
 </li>
 </ul>
 Skills &amp; Competencies:
 
 Extreme Attention to Detail: Luxury is in the details. Typos, wrong names, or missed deadlines damage the brand.
 
 Discretion &amp; Trustworthiness: You&rsquo;ll see confidential client info. Professionalism and secrecy are non-negotiable.
 
 Strong Research Skills: Ability to find accurate info on people, brands, and trends quickly.
 
 Organization: You can manage multiple tasks, trackers, and deadlines without dropping the ball.
 
 Communication: Excellent written English for internal docs. Arabic is a strong plus.
 
 Proactive Mindset: You spot problems or opportunities and flag them before being asked.
 
 Interest in Luxury/Fashion/Beauty: You understand the high-end market and why service matters.
 
 
 
 Our Company Values:
 
 Communication - We value communication as it keeps us all connected. Communication enables us to clearly understand a situation and work together toward a shared goal.
 
 Teamwork - We love our harmonious team and always work together to achieve the outcome; you are only as good as your team.
 
 Results-orientation - We&rsquo;re genuinely excited about results and care about a project as if it were our own.
 
 Initiative - We trust our instincts. We think ahead to foresee what could happen and what could help. We have the courage to make suggestions that will make things better.
 
 Dependability - We embrace accountability for every action, creating an unbreakable chain of responsibility that extends across our team and clients, instilling confidence and trust.
 
 
 These are core to SNAP14. As an intern, we expect you to live them daily even in a support role.
 
 
 
 
 Requirements
 
 
 Currently studying or recent graduate in Marketing, Communications, Business, PR, or related field.0-1 year experience. Internships in marketing, admin, or events are a plus. Fluent in English (written). Arabic is a strong plus.
 
 
 Advanced skills in Google Sheets/Excel, PowerPoint/Google Slides, and Notion or similar tools.
 
 
 Portfolio or examples of university projects showing research/organization skills are welcome.
 
 Must be based in Cairo with ability to work from our office.
 
 
 
 Benefits
 
 
 What You&rsquo;ll Learn:
 
 How a luxury creative agency manages VIP client relationships end-to-end. Brand positioning and quality control for high-end markets.PR, gifting, and retention strategies used in fashion/beauty industries.
 
 How to use CRM systems and track client satisfaction data. Real-world project management and team collaboration in a fast-paced environment.
 
 
 Why Join SNAP14 as an Intern?
 
 You&rsquo;ll get a behind-the-scenes look at how we create high-end visual content for the region&rsquo;s top fashion and luxury brands. This is your chance to learn client experience and brand marketing from a team that works with VIPs, without the pressure of being client-facing on day one. Top-performing interns will be considered for full-time roles.
 
 
 Working with a diverse team and having fun while doing so.
 
 
 SNAP14 Internship Certificate
 
 
 
</div>

Client Relations & Brand Marketing Internship

Arrow Electronics

<div>
 
 Position
 
 
 
 Senior IT Security Compliance Engineer
 
 
 
 Job Description
 
 
 
 The Senior IT Security Compliance Engineer is responsible for developing, maintaining, and advancing the organization&rsquo;s security compliance posture. This role leads security audits, manages compliance frameworks, and ensures the effectiveness of security controls across the organization. The position works closely with cross‑functional stakeholders to support regulatory requirements, customer security inquiries, and continuous security improvements in a SaaS/cloud-based environment.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Develop, review, and maintain IT security policies, standards, procedures, and guidelines in alignment with industry best practices and regulatory requirements.
 </li>
 <li>
 Lead and coordinate compliance initiatives for security frameworks and standards, including but not limited to ISO 27001, SOC 2, CMMC, NIST, and internal security assessments.
 </li>
 <li>
 Manage audit readiness activities, including documentation preparation, evidence collection, stakeholder coordination, and remediation tracking for internal and external audits.
 </li>
 <li>
 Respond to customer and partner security questionnaires, ensuring accurate, consistent, and timely responses.
 </li>
 <li>
 Conduct periodic security and risk assessments to evaluate the effectiveness of security controls and identify improvement opportunities.
 </li>
 <li>
 Track, manage, and follow up on vulnerability remediation efforts in collaboration with IT, engineering, and operations teams.
 </li>
 <li>
 Prepare and deliver security metrics, compliance reports, and executive-level summaries.
 </li>
 <li>
 Provide security awareness, training, and education to employees to promote a strong security culture across the organization.
 </li>
 <li>
 Support continuous improvement of governance, risk, and compliance (GRC) processes and tooling.
 
 
 </li>
 </ul>
 
 Requirements And Qualifications
 
 
 
 <ul>
 <li>
 Strong knowledge of information security principles, risk management, and compliance frameworks, with a solid understanding of ISO 27001 requirements and controls.
 </li>
 <li>
 Hands-on experience supporting audits and compliance programs for frameworks such as ISO 27001, SOC 2, CMMC, NIST, or similar.
 </li>
 <li>
 GRC-related certification (e.g., CISSP, CISA, CRISC, ISO 27001 Lead Implementer/Lead Auditor) is preferred.
 </li>
 <li>
 Experience working in SaaS or technology-driven environments is highly desirable.
 </li>
 <li>
 Familiarity with cloud computing platforms and cloud security principles.
 </li>
 <li>
 Excellent written and verbal communication skills, with proven ability to produce clear, high-quality security documentation and reports.
 </li>
 <li>
 Minimum of 5 years of professional experience in cybersecurity, information security, or compliance-related roles.
 </li>
 <li>
 Bachelor&rsquo;s degree in Computer Engineering, Computer Science, Information Security, or a related field.
 
 
 </li>
 </ul>
 
 Location:
 
 
 
 EG-Cairo, Egypt (Al Emdad &amp; Al Tamween)
 
 
 
 Time Type
 
 
 
 Full time
 
 
 
 Job Category
 
 
 
 Information Technology
</div>

Senior IT Security Compliance Engineer

<div>
 At
 
 ABB
 
 , we help industries run leaner and cleaner&mdash;and every person here makes that happen. You&rsquo;ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
 
 
 
 This position reports to:
 
 
 
 Export Senior Sales Engineer
 
 
 __
 
 
 
 
 Your Role And Responsibilities
 
 
 
 In this role, you will have the opportunity to create and complete bids, estimations, and quotations based on customer specifications, requirements, or budget to achieve market competitiveness and high margins for the company. Each day, you will maintain and improve the balance between all ABB units and customers in your area of responsibility. You will also showcase your expertise by collecting and collating the information required to prepare proposals, including both technical and cost elements.
 
 
 The work model for the role is: hybrid
 
 
 This role is contributing to the Low Voltage Systems Export Sales department in the Electrification Business in Egypt. This Position reports to the Export Sales Manager.
 
 
 You will be mainly accountable for:
 
 
 <ul>
 <li>
 Formulating competitive bids, estimates, and quotations by considering the best available product mix and appropriate technical and commercial aspects for each situation.
 </li>
 <li>
 Creating well-documented tenders in a timely manner and with an appropriate level of detail, including full and accurate costs.
 </li>
 <li>
 Managing the preparation of technical, financial, and, if required, project management aspects of the bid, estimate, and quotation, indicating prices and trading conditions.
 </li>
 <li>
 Ensuring that inputs for editing activities related to bid, estimate, and quotation preparation are provided in a timely manner and in accordance with the established quality procedures.
 </li>
 <li>
 Acquire the technical knowledge for the different products for Low Voltage Systems &amp; products scope.
 </li>
 <li>
 Technical support for to the sales teams, including Guarantee schedules, compliance lists, deviation lists and the exact scope of supply.
 </li>
 <li>
 Collaborate with LBLM, and Product managers to ensure that the product gaps are addressed.
 </li>
 <li>
 Using different offering tools at the level of excellence for the different Low voltage products &amp; systems.
 </li>
 <li>
 Keeping records for all offers with the related costs and discounts history and to be a part of the tendering criteria (Vision ahead).
 </li>
 <li>
 Coordinating with the Engineering departments after order award for accurate scope of supply while doing the handover.
 </li>
 <li>
 Commit and respect the due dates indicated by the different customers during the offer preparation.
 </li>
 <li>
 Always keep consistency with ABB rules, guidelines code of conduct, business ethics, and communications.
 
 
 </li>
 </ul>
 
 Qualifications for the role:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Electrical Engineering
 </li>
 <li>
 You have 1 - 3 years experience as sales support, bid and proposal or design/engineering for low voltage systems
 </li>
 <li>
 You are engaged in creating and documenting Project bill of materials in line with business &amp; customer requirements and provide quotation and suggestions for possible alternative explaining the benefit to the client (cost/technical/delivery) using different Microsoft applications and other configuration tools.
 </li>
 <li>
 Have established skills for resolution of schedule conflicts, priority changes &ndash; taking the lead for project full ownership in all phases to support all internal &amp; external clients.
 </li>
 <li>
 Possess an enhanced knowledge of different products for LVS scope to offer technical advice and solutions on inquiries from customers/channels/Sales Specialists about LVS products/systems/applications.
 </li>
 <li>
 Good leadership capabilities with a team-oriented attitude.
 </li>
 <li>
 You are at ease communicating in spoken &amp; written English, and preferably French languages.
 
 
 </li>
 </ul>
 Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.
 
 
 Ready to make an impact?
 
 
 Apply today or visit
 
 https://www.abb.com
 
 to learn more about the impact of our solutions across the globe.
</div>

LVS Export Sales Support Specialist

EDECS

<div>
 
 
 About EDECS:
 
 
 
 
 
 
 EDECS is a leading organization with 30 years of experience in marine constructions, infrastructure, earthworks, and transportation projects in Egypt, UAE, Oman, Saudi Arabia, and Africa, employing more than 2,000 employees. The organization provides innovative, sustainable, and cost-effective solutions for a wide range of projects, delivering excellence and meeting the highest standards of quality, safety, and sustainability.
 
 
 The organization has a strong presence in logistics projects, including high-speed and light-speed railways, railway stations, and commercial and administrative buildings. The organization also has extensive experience in earthworks, water irrigation, and yacht marinas. EDECS is a trusted partner for employers seeking to make a positive impact on the communities they serve.
 
 
 
 
 
 
 Position Overview :
 
 
 
 
 
 
 EDECS is seeking a highly motivated
 
 Senior Legal Counsel
 
 to provide end-to-end legal support on all corporate, projects, and investment matters across the EDECS Group and infrastructure investment. Act as the primary in-house legal execution arm for structuring, documentation, negotiations, and coordination with external counsel.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 1. Corporate &amp; Governance
 
 
 <ul>
 <li>
 Draft, review, and refine corporate documents, including AoA/MoA, shareholders&rsquo; agreements, board and shareholder resolutions, PoAs, share certificates, capital increases, and share transfer documents.
 </li>
 <li>
 Prepare and maintain statutory corporate records, group structure charts, and legal registers.
 </li>
 <li>
 Liaise with corporate service providers, regulators, and notaries (Egypt and offshore jurisdictions) regarding incorporations, amendments, attestations, and filings.
 </li>
 <li>
 Support development and refinement of governance frameworks including Investment/Executive Committee ToRs, delegation of authority matrices, signing policies, and board procedures.
 </li>
 <li>
 Prepare and refine internal policies (related-party transactions, conflicts of interest, document retention, compliance checklists).
 </li>
 </ul>
 
 
 2. P
 
 rojects, Infrastructure &amp; PPP
 
 <ul>
 <li>
 Support in drafting and reviewing concession agreements and PPP/DBFOMT/BOT structures across infrastructure verticals.
 </li>
 <li>
 Translate commercial term sheets and Heads of Terms into legally robust project documentation (concession agreements, JDAs, JV agreements, project agreements, O&amp;M and technical services agreements).
 </li>
 <li>
 Track, analyze, and compare risk allocations (step-in rights, termination, guarantees, demand risk, performance securities, change-in-law, dispute resolution).
 </li>
 <li>
 Prepare structured markups and issue lists for negotiations with sponsors, operators, authorities, and lenders.
 </li>
 <li>
 Maintain live risk/issues log across key legal workstreams (projects, investments, financing, corporate).
 </li>
 <li>
 Support compliance with all project legal requirements throughout the full lifecycle, from bidding and preferred bidder stage, through financial close, construction, and operational phases. This includes monitoring obligations under concession agreements, regulatory frameworks, financing documents, and stakeholder approvals.
 </li>
 </ul>
 
 3. Investment Transactions &amp; Due Diligence
 
 <ul>
 <li>
 Support legal workstreams for investments undertaken by the Group and its principals.
 </li>
 <li>
 Assist in organizing and reviewing due diligence processes (legal DD checklists, data room management, red flag reports).
 </li>
 <li>
 Coordinate with external counsel on transaction documents, negotiations, and closing deliverables.
 </li>
 </ul>
 
 4. Banking, Finance &amp; Security
 
 <ul>
 <li>
 Review and negotiate facility agreements, security packages, intercompany loan arrangements, subordination agreements, and comfort letters in coordination with lenders and advisors.
 </li>
 <li>
 Support documentation for export credit transactions, project financing, EBLs, guarantees, and security perfection requirements.
 </li>
 </ul>
 
 5. Legal Operations &amp; Knowledge Management
 
 <ul>
 <li>
 Act as day-to-day interface with international and local law firms.
 </li>
 <li>
 Develop and maintain clause banks, checklists, templates, and comparison matrices for recurring deal types.
 </li>
 <li>
 Assist in building internal legal processes, documentation standards, and compliance workflows.
 </li>
 </ul>
 
 
 
 
 
 Skills and Qualifications:
 
 
 <ul>
 <li>
 Bachelor of Laws (LL.B.) from a recognized university; Master&rsquo;s degree or LLM is a plus.
 </li>
 <li>
 Admitted to practice in Egypt or another relevant jurisdiction.
 </li>
 <li>
 A minimum of 12 years post-qualification experience in a top-tier law firm and/or strong in-house role.
 </li>
 <li>
 Proven experience in at
 
 least two
 
 of the following:
 </li>
 </ul>
 
 Corporate / M&amp;A
 
 
 Projects / infrastructure / PPP
 
 
 Banking &amp; finance / structured finance
 
 <ul>
 <li>
 Exposure to cross-border structures.
 </li>
 <li>
 Ability to interpret complex legal frameworks across Egypt, and offshore jurisdictions.
 </li>
 <li>
 High research capability on regulatory, PPP, and finance-related matters.
 </li>
 </ul>
</div>

General Counsel

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
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Technical Support Manager - Microsoft Technologies - Cairo

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