senior support engineer

Intertec Systems

<div><div><div><div><div>Technical Support</div></div><div><div>
Abu Dhabi, UAE</div></div><div><div>
Permanent</div></div></div></div>
<div>
Job Title: Senior Technical Support Engineer
Job Purpose: Service Delivery
Qualification: Bachelor of Computer Applications
Certification:<ul><li>
HPE Master ASE - Edge-to-Cloud Architect V1
</li><li>HPE Master ASE- Storage</li><li>
HPE ATP - Hybrid IT Solutions V2
</li><li>HPE Primera and HPE Alletra 9000 SSQ
</li><li>HPE Synergy SSQ
</li><li>HPE Apollo Air Cooled SSQ
</li><li>HPE Modular Storage Arrays SSQ
</li><li>Veeam Certified Engineer 2023
</li><li>Commvault Solution Architect
</li><li>Azure Administrator.
&zwj;</li></ul>Experience: 13 Years
Responsibilities:
Project Implementations:
Project Planning:
<ul><li>Requirements Gathering: Collaborate with clients, project managers, and other stakeholders to understand the specific technical requirements and objectives of each project. This includes assessing current infrastructure, defining technical goals, and determining the implementation methodology.
</li><li>Solution Design: Work closely with solution architects/ Pre-Sales team to design and document the technical architecture of the solution, ensuring it aligns with client requirements and best practices. This will involve creating high-level and detailed design documents.
</li></ul>Deployment and Configuration:
<ul><li>HPE Enterprise Servers, Storage &amp; Converged Infrastructure Platforms
</li><li>Set up HPE Servers, Storage &amp; HCI Infra environments
</li><li>Preparing HLD, LLD and implement them.
</li><li>HPE Synergy and Apollo Servers, HPE Alletra/Primera Storage Implementation:
</li><li>Deploying HPE Synergy Platform Integrations as per HPE best practices
</li><li>Supporting the implemented environments.
</li><li>HPE Enterprise Storage Implementation &amp; Support.
</li><li>DELL Servers/Storage Implementation &amp; Support
</li><li>Install and configure &amp; Support DELL Powe Edge Servers, Powervault, Isilon Storage environments.
</li><li>Support the implemented environments as per DELL best practices.
</li><li>Virtualization Platforms/Backup/EDR/XDR Deployment:
</li><li>Implement and Support VMware, Hyper-V Virtualization platforms.
</li><li>Implement and support Backup Environments (Veeam, Veritas solution areas)
</li><li>Implementation and Support for TRENDMICRO Vision One, DDAN, DDEI &amp; Deep Security environments.
</li></ul>System Integration:
<ul><li>Integration Testing:
</li><li>Perform testing activities for the implemented platform as per the OEM best practices.
</li><li>Physical/Data Migration:
</li><li>Migration activities &ndash; Datacenter migrations, Storage Migrations &amp; Backup data migration, restore activities as per business requirements.
</li><li>Ongoing Support and Optimization:
</li><li>Provide post-deployment support, troubleshooting, and optimization</li><li>
Conduct regular health check reviews and assessments to identify areas for improvement and enhancement.
</li></ul>Testing and Validation:
<ul><li>Functional Testing: Perform comprehensive testing to ensure that all components of the solution function as intended. This includes unit tests, system tests, and end-to-end validation.
</li><li>User Acceptance Testing (UAT): Facilitate UAT sessions with the client, ensuring that the solution meets their expectations and that any issues are addressed promptly.
</li></ul>Documentation and Training:
<ul><li>Technical Documentation: Develop and submit detailed documentation for all implemented solutions, including architecture diagrams, configuration guides, and troubleshooting manuals.
</li><li>End-User Training: Provide training sessions and materials for client teams to ensure they can effectively operate and maintain the new systems. This may include creating user manuals, conducting workshops, and offering post-deployment support.
</li></ul>Technical Support Services:
Incident Management:
<ul><li>Issue Identification: Provide support for the issues reported by Customers. Quickly identify and resolve the issue based on its impact and severity on business operations.
</li><li>Troubleshooting: Perform in-depth analysis to diagnose the root cause of technical problems. This involves reviewing system logs, running diagnostic tests, and using various monitoring tools to pinpoint issues.
</li><li>Resolution: Implement appropriate solutions to resolve technical issues promptly. This will involve applying patches, reconfiguring systems, restoring backups, or escalating to specialized teams if necessary.
</li><li>Documentation: Record all incidents, actions taken, and resolutions in the ticketing system. Ensure that incident records are detailed and up-to-date for future reference.
</li></ul>Problem Management:
<ul><li>Root Cause Analysis (RCA): Conduct thorough root cause analyses for recurring issues or major incidents. Identify underlying problems that may not be immediately apparent during initial troubleshooting.
</li><li>Permanent Solutions: Develop and implement permanent fixes to prevent the recurrence of issues. This could involve system redesign, code fixes, or process improvements.
</li></ul>Service Requests:
<ul><li>Request Fulfillment: Handle and fulfill service requests from customers. These requests may include system configurations, software installations, user management, or resource allocation.
</li></ul>Mandatory:<ul><li>
HPE Synergy, Primera, Alletra Solutions
</li><li>DELL PowerEdge, Powervault, Isilon Storage</li><li>
Trend Micro VisionOne, DDAN, DDEI &amp; Deep Security.
</li><li>VMware, Hyper-V Virtualization Platforms
</li><li>Veeam Backup &amp; Replication, Recovery Solutions.
</li><li>Windows AD/Exchange/M365 Platforms.
</li><li>Effective Communicator
</li><li>Conflict Resolver
</li><li>Adaptability
</li><li>Influence and Persuasion
</li><li>Strategic Thinking
</li><li>Presentation Skills.</li></ul></div></div>

Senior Technical Support Engineer

MH Markets

Senior IT Engineer <ul><li>Manage and support IT infrastructure (servers, networks, storage, cloud)</li><li>Administer Windows/Linux servers and Active Directory</li><li>Configure and maintain LAN/WAN, firewalls, VPNs, and network devices</li><li>Provide basic IT support, including onboarding and offboarding of users</li><li>Set up user accounts, email, access permissions, and IT assets for new employees</li><li>Disable accounts, revoke access, and manage IT asset recovery during offboarding</li><li>Monitor system performance and ensure high availability of IT services</li><li>Troubleshoot and resolve L2/L3 technical issues</li><li>Manage backups, disaster recovery, and system security</li><li>Support and maintain cloud platforms (Azure / AWS)</li><li>Participate in infrastructure upgrades, migrations, and IT projects</li><li>Ensure compliance with IT security policies and standards</li><li>Provide technical support and guidance to junior staff</li><li>Maintain IT documentation and system records</li></ul>Requirements:<ul><li>5+ years experience in IT infrastructure/support roles</li><li>Strong knowledge of networking, servers, and virtualization</li><li>Experience in user support, onboarding/offboarding processes</li><li>Certifications preferred: CCNA, Microsoft Azure, AWS Cloud</li><li>Cloud and scripting knowledge is a plus</li></ul>Pay: AED6,000.00 - AED8,000.00 per monthApplication Question(s):<ul><li>Are you comfortable accepting 6k-8k AED salary?</li></ul>Work Location: In person

Senior IT Engineer

EmpireOne Travel Inc.

ABOUT THE ROLEWe are looking for a senior-level support engineer with deep expertise in Microsoft Teams, Office 365, and VoIP telephony. You will serve as the escalation point for complex communications and network issues, own problems through to resolution, and onboard and administer Teams-based call center platforms for our customers. This is a hands-on technical role &mdash; not a coordinator or manager position.WHAT YOU WILL DO<ul><li>Administer and support Microsoft Teams and Office 365 environments</li></ul><ul><li>Onboard, configure, and administer Microsoft Teams-based call center platforms on behalf of customers</li></ul><ul><li>Troubleshoot VoIP issues including SBC configuration, Direct Routing, and SIP trunk diagnostics</li></ul><ul><li>Serve as senior/escalation tier for call center communications issues</li></ul><ul><li>Diagnose and resolve network-layer issues: TCP/IP, DNS, routing, and connectivity</li></ul><ul><li>Identify and resolve firewall-related issues including rule analysis, port conflicts, SIP ALG, and VoIP traffic behavior</li></ul><ul><li>Handle occasional internal IT support tasks (~10% of role) including Office 365 user provisioning, licensing, group policies, SharePoint, Exchange Online, and general staff IT issues</li></ul><ul><li>Document issues, resolutions, and configurations clearly and thoroughly</li></ul><ul><li>Respond to critical outage calls outside business hours on the rare occasion when all-hands support is required</li></ul>REQUIRED SKILLS &amp; EXPERIENCEMicrosoft Stack<ul><li>Microsoft Teams Administration &mdash; configuration, policies, calling plans, Direct Routing</li></ul><ul><li>Office 365 Administration &mdash; user management, licensing, security, compliance</li></ul>VoIP &amp; Telephony<ul><li>SIP protocol knowledge &mdash; call flows, SIP traces, troubleshooting SIP signaling issues</li></ul><ul><li>SBC (Session Border Controller) configuration and troubleshooting</li></ul><ul><li>Direct Routing and SIP trunk setup and diagnostics</li></ul><ul><li>Call center platform troubleshooting at a senior/escalation level</li></ul>Networking<ul><li>TCP/IP and DNS &mdash; solid working knowledge, not just conceptual</li></ul><ul><li>Network troubleshooting: packet analysis, routing, connectivity</li></ul><ul><li>Firewall knowledge: rule review, port management, SIP ALG behavior, VoIP traffic flows</li></ul>Communication<ul><li>C2 English &mdash; written and spoken fluency required for client-facing and internal communication</li></ul>Job Type: Full-timePay: $70,000.00 - $90,000.00 per yearBenefits:<ul><li>Flexible schedule</li></ul>Experience:<ul><li>&bull;	Microsoft Teams Administration : 2 years (Required)</li><li>Office 365 Administration: 2 years (Required)</li><li>VoIP &amp; Telephony: 2 years (Required)</li><li>Networking: 2 years (Required)</li></ul>Work Location: Remote

Senior Microsoft Communications Support Engineer

arabic

<div>About the Opportunity
We are hiring on behalf of a leading government transformation initiative in Abu Dhabi that is building one of the world&rsquo;s most ambitious AI programs.
This organisation is creating the infrastructure, platforms, and products that will enable government entities to operate as AI-native institutions. The work spans sovereign AI infrastructure, event-driven systems, and production-grade applications that support critical public services.
This is an opportunity to work on highly impactful systems where reliability, scalability, and security are essential.
Role Overview
We are looking for a Senior Backend Engineer to design, build, and operate the backend platform that powers advanced AI and data products.
You will own core services, APIs, event pipelines, and data infrastructure that support production systems at scale. This role is backend-focused and requires deep expertise in distributed systems, cloud infrastructure, Kubernetes, and database reliability.
While you do not need to be an AI specialist, you should be comfortable building the platform foundations that modern AI applications depend on.
At the senior level, you will:<ul><li>
Architect and own major backend subsystems end-to-end
</li><li>Lead reliability and operational excellence initiatives
</li><li>Mentor other engineers and contribute to technical standards
</li><li>Collaborate with senior technical leadership to shape platform direction
</li><li>Use AI coding tools such as Codex, Claude Code, or similar in your daily workflow
</li></ul>Key ResponsibilitiesBackend Services &amp; Event-Driven Architecture<ul><li>
Design, build, and operate scalable backend services and APIs
</li><li>Develop event-driven systems using Kafka, Azure Service Bus, or Azure Event Hubs
</li><li>Build data pipelines, ETL processes, and shared platform abstractions
</li><li>Manage PostgreSQL, caching, and object storage infrastructure
</li></ul>Cloud Infrastructure &amp; Reliability<ul><li>
Deploy and operate containerized services on Kubernetes
</li><li>Build CI/CD pipelines and infrastructure-as-code using Terraform
</li><li>Manage cloud infrastructure on Azure
</li><li>Define and monitor SLOs, metrics, logging, tracing, and alerting
</li><li>Lead incident response, root-cause analysis, and postmortems
</li></ul>Security, Standards &amp; Mentorship<ul><li>
Implement secure engineering practices and compliance requirements
</li><li>Contribute to IAM, secrets management, network policy, and zero-trust architecture
</li><li>Mentor engineers through design reviews and code reviews
</li></ul>Basic Qualifications<ul><li>
7+ years of backend or platform engineering experience
</li><li>Strong expertise in distributed systems and event-driven architecture
</li><li>Proficiency in Python, Java/Kotlin, or Go
</li><li>Hands-on experience with Azure (AWS or GCP experience also valued)
</li><li>Production experience with Docker and Kubernetes
</li><li>Strong knowledge of PostgreSQL at scale
</li><li>Experience with observability, SLOs, and incident response
</li><li>Practical use of AI coding assistants such as Codex or Claude Code
</li><li>Excellent written and verbal communication skills
</li></ul>Preferred Qualifications<ul><li>
Experience building internal developer platforms and shared tooling
</li><li>Service mesh experience (Istio, Linkerd)
</li><li>Familiarity with CQRS, event sourcing, sagas, and outbox patterns
</li><li>Experience with Redis, Elasticsearch, or OpenSearch
</li><li>Exposure to AI infrastructure such as retrieval pipelines and model serving
</li><li>Security experience in regulated environments
</li><li>Experience working in government, defense, financial services, or similar sectors
</li></ul>Technology Stack<ul><li>
Languages: Python, Java, Kotlin, Go
</li><li>APIs: REST, gRPC, WebSockets, SSE
</li><li>Event Streaming: Kafka, Azure Service Bus, Azure Event Hubs
</li><li>Data: PostgreSQL, Redis, DocumentDB, Azure Blob Storage
</li><li>Infrastructure: Azure, Docker, Kubernetes, Terraform
</li><li>Observability: Prometheus, Grafana, OpenTelemetry
</li><li>Security: Entra ID, RBAC, Secrets Management, Zero Trust
</li><li>AI Development: Codex, Claude Code, OpenCode
</li></ul>What We&rsquo;re Looking For
You are an engineer who:<ul><li>
Takes full ownership from design to production operations
</li><li>Builds reliable, scalable systems with strong operational discipline
</li><li>Makes evidence-based technical decisions
</li><li>Mentors others and raises the engineering bar
</li><li>Communicates clearly and proactively
</li><li>Embraces AI-native engineering practices
</li></ul>Why Apply?
This role offers the opportunity to work on highly consequential systems that will shape the future of AI-powered public services.
You&rsquo;ll join a world-class engineering environment tackling complex challenges in backend infrastructure, distributed systems, and cloud architecture&mdash;while delivering meaningful impact at a national scale.</div>

Senior Backend Engineer - Abu Dhabi

Arrow Electronics

<div>
 
 Position
 
 
 
 Technical Support Manager- VMware by Broadcom
 
 
 
 Job Description
 
 
 
 We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.
 
 
 At
 
 Arrow ECS
 
 we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install, and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, and network traffic load balancers. Our customers can range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure, and most importantly works well for their needs.
 
 
 Our team has created a unique business environment - one of energy, Innovation, passion, creativity, and collaboration.
 
 
 
 What You Will Be Doing at Arrow?
 
 
 
 The Technical Support Manager will lead and manage a team of VMware by Broadcom technical support professionals, ensuring the team provides timely, best-in-class technical assistance to customers. This role involves overseeing day-to-day operations, ensuring service-level agreements (SLAs) are met, and providing coaching and guidance to team members. You have a true passion for teamwork, possess superb communication &amp; organizational skills, and are comfortable with speaking to customers daily. Technical Support Managers lead and/or participate in several ongoing programs, projects &amp; initiatives.
 
 
 The ideal candidate has strong technical knowledge, excellent leadership skills, and a passion for solving customer problems.
 
 
 
 Team Management &amp; Leadership
 
 
 
 <ul>
 <li>
 Lead a team of skilled Technical Support Engineers, including interviewing &amp; hiring, coordinating skills development &amp; training, and optimizing individual &amp; team performance.
 </li>
 <li>
 Supervise, mentor, and coach the technical support team to improve performance and maintain a high level of customer service.
 </li>
 <li>
 Conduct regular performance evaluations, and one-on-one meetings, and provide constructive feedback.
 </li>
 <li>
 Manage team schedules, including shifts and coverage for peak times and holidays.
 </li>
 <li>
 Monitor and manage day-to-day support operations to ensure customer issues are resolved in a timely and efficient manner.
 </li>
 <li>
 Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
 </li>
 <li>
 Handle escalated customer issues that require managerial attention.
 </li>
 <li>
 Identify training needs and arrange appropriate training and development programs for team members.
 </li>
 <li>
 Keep the team updated with the latest technology, tools, and processes to enhance support quality.
 </li>
 <li>
 Prepare regular reports on team performance, customer feedback, and key operational metrics.
 </li>
 <li>
 Ensure customer issues are resolved with empathy and professionalism.
 </li>
 <li>
 Regularly review customer feedback to identify areas for service improvement.
 </li>
 <li>
 Help the team to resolve escalated support incidents from our customers and partners. A percentage of calls will be of a complex technical nature.
 
 
 </li>
 </ul>
 
 Who Are We Looking For?
 
 
 
 In this role, you will have the opportunity to acquire lots of new skills, so you must be
 
 keen to learn and embrace new technologies
 
 and commit to rapid skills development.
 
 
 
 Therefore, What Is Essential For Us
 
 
 
 <ul>
 <li>
 Excellent English language skills both written and verbal.
 </li>
 <li>
 Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
 </li>
 <li>
 5+ years of experience in technical support, with at least 2-3 years in as senior support engineer or team leader role.
 </li>
 <li>
 Proven ability to manage, mentor, and motivate a team, with excellent decision-making and problem-solving abilities.
 </li>
 <li>
 Ability to build a culture of collaboration, accountability, and continuous learning.
 </li>
 <li>
 Ability to drive team engagement and foster a positive work environment.
 </li>
 <li>
 Excellent verbal and written communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
 </li>
 <li>
 Emotional intelligence &amp; conflict resolution skills to manage escalations professionally with customer-first mindset.
 </li>
 <li>
 Experience in identifying and implementing process optimizations to enhance support efficiency.
 </li>
 <li>
 Experience with virtualization, networking, and troubleshooting.
 </li>
 <li>
 The ability to acquire skills and develop quickly is essential.
 </li>
 <li>
 Willingness to work outside of normal business hours.
 </li>
 <li>
 Previous experience in fast-paced technical support departments.
 </li>
 <li>
 Foreign language skills (German, French, or Spanish) would be a plus but not essential.
 
 
 </li>
 </ul>
 
 Location:
 
 
 
 EG-New Cairo, Egypt (Uvenues)
 
 
 
 Time Type
 
 
 
 Full time
 
 
 
 Job Category
 
 
 
 Engineering and Technology
</div>

Technical Support Manager- VMware by Broadcom

Salesforce

<div>To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Sales
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn&rsquo;t a buzzword &mdash; it&rsquo;s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You&rsquo;re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
<div>Join the MuleSoft Team as an Account Solution Engineer in our EMEA Growth Markets team, based in Dubai!
 
At MuleSoft, we are on a mission to enable digital transformation for businesses worldwide. We believe that diverse perspectives and talents drive innovation and growth. As a Solution Engineer, you will play a pivotal role in our journey, working alongside a dedicated and diverse Solution Engineering team that&rsquo;s crucial to MuleSoft&rsquo;s continued success.
 
What We Offer:
 
<ul><li>A Thriving Community: Join a community of driven professionals who are passionate about technology and its potential to bring about positive change.
</li><li>Global Impact: Your work will influence our global customers and partners, shaping their digital world.
</li><li>Inclusivity: We value and celebrate diversity. Your outstanding background and experiences will enrich our team.
</li><li>Professional Growth: You&rsquo;ll have access to ongoing training, certifications, and opportunities for career advancement.
</li><li>Work-Life Balance: We support flexible working arrangements to help you maintain a healthy work-life balance.
</li></ul>Your Role: As a Solution Engineer, you will be a trusted advisor to prospective customers and partners. Your mission is to demonstrate how our MuleSoft Platform can seamlessly integrate their digital investments into an application network, fostering faster change and innovation.
 
Key Responsibilities:
 
<ul><li>Collaborate with our Sales team, demonstrating your technical expertise throughout the sales cycle.
</li><li>Conduct technical discovery and qualification, making architectural recommendations, and delivering product demonstrations and Proof of Concepts (PoCs).
</li><li>Map technical solutions to business value, ensuring that our customers understand the real-world benefits of our platform.
</li></ul>Core Requirements:
 
<ul><li>Fluency in Arabic, with a high level of proficiency in English.
</li><li>Based in our Dubai office with the ability to travel regularly.
</li><li>Outstanding ability to perform sophisticated discovery in diverse business and technical environments.
</li><li>Experience engaging with senior customers at the CIO and CXO levels.
</li><li>Skilled in managing and prioritising teams in technical validation events.
</li><li>Expertise in presenting technical strategy and its alignment with business outcomes.
</li><li>Capability to lead the delivery of sophisticated RFI responses, involving multiple customers.
</li></ul>Additional Proficiencies we value:.
 
<ul><li>MuleSoft Certified Developer certification.
</li><li>Hands-on experience with MuleSoft Integration, API Management
</li><li>Hands-on experience with MuleSoft Agent Fabric.
</li><li>Knowledge of the Salesforce Platform.
</li></ul>If you&rsquo;re a passionate technologist, a customer advocate, and a team player who thrives on making a meaningful impact, we want to hear from you. Join us in shaping the future of digital transformation!
</div>Unleash Your Potential
When you join Salesforce, you&rsquo;ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we&rsquo;ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future &mdash; but to redefine what&rsquo;s possible &mdash; for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates&rsquo; resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that&rsquo;s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications &ndash; without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.</div>

MuleSoft Account Solution Engineer - Middle East

Etisalat

<div><div>Technical Support Second Line Senior Engineer.Technical Support - (2600011G)</div><div>
Description<div></div> 
Job Purpose
To act as the second tier of technical support for customers &amp; provide the customers with proper Technical solutions in order to solve their problems related to Mobile Internet and Mobile Broadband services, ADSL/VDSL services and fixed line services in order to reach the highest points of Customers' satisfaction. Technical Support Senior Engineers act also as first line of escalation and inquiry SPOCs for front-liners (Customer Care advisors and Retail agents) regarding all technical issues that may face customers in Etisalat Fixed and Internet Services and products.

Report To Position Name
Conduct the outbound calls upon assignment of SR&rsquo;s to solve/fulfil technical complaints/requests within the agreed service level for 3G services &amp; ADSL internet services and fixed line services Handle the escalated technical issues from call center agents, social media advisors and retail agents to maintain customer satisfaction. Properly diagnoses the customers' issues to enhance and maintain the company's good image. Attend Users acceptance test (UAT) &amp; the new product training to insure the effectiveness of the product Provide analytical reports for the services done during a previous period according to the Delegations Update the communication channels and call guides with any technical support information. Select the back up support agents to help in the team duties. Conduct a training session to the inbound team &amp; the support agents to keep them updated with the technical support area. Test the new USB's and Wireless routers to ensure they meet the requirements to satisfy Etisalat customers and to maintain our ability to support them Escalate any technical outages to various concerned departments to take the necessary action. Test the defected USB's, Wireless router which were received from Etisalat stores. Enhance and facilitate the work flow through uploading new systems. Provide input to develop preventative or corrective communications Check the inbound team knowledge &amp; information through a Skill Verification regular test. Supervise the outbound team based on floor duty schedule. Schedule the new potential candidates for interviews. Manage Projects required for operational enhancements. Handle compensation requests for all GSM Data, ADSL and fixed line technical issues Handle retention requests for all GSM Data, ADSL and fixed line technical issues Handling the stores inquiry and complains related to Internet and Fixed services and products. Customer Centricity Creates a positive internal customer experience during internal customer journeys and touch points. Continuously learn new trends in the market and propose new ideas, approaches and insights Test the new ADSL/VDSL and FTTH routers to ensure that the technical specification matches both customer needs and Etisalat needs. Receiving outage samples from front liner and diagnose case to find the problem and escalate to MISP technical front office team. Handle ADSL complaints received through social media and VIP cases. Monitor third line resolutions and service level while handling ADSL customer's complaints to ensure customer satisfaction. Monitor most repeated customers called front liners, diagnose and solve their problems also find the gaps (system, process, humans) for better enhancement and customer satisfaction. Proactive exercise to solve customer problems to decrease complaints on frontline and increase customer satisfaction. Handle and Escalate customer technical issues that are related to Telecom Egypt Jurisdiction Support the handling of xDSL customer complaints escalated through NTRA SPOC in Technical Support. Handle all complaints and service requests related to Internet services and submitted through social media and digital channels. Contribute in the migration of Etisalat operations into digital platforms by supporting and contributing in the digitization and robotics projects.<div> 
</div></div><div>
Qualifications<div></div> 
QUALIFICATIONS_ESSENTIAL
University Degree in related technical field (Communication Engineering, Computer Science, ICT, etc). Very good Computer skills, Advanced MS excel is required. Very good in Arabic &amp; English (Reading, Writing &amp; Oral) ... 

QUALIFICATIONS_DESIRABLE
CCNA certificate. JCNE certificate. MCSE certificate. TIA CCNT certificate 
 
EXPERIENCE_ESSENTIAL
Minimum 1 to 3 years&rsquo; Experience in relevant position is preferable (Technical Support in Telecom field, Engineering field, IT, xDSL or Data Network fields) 
EXPERIENCE_DESIRABLE
Data Network Operation experience Telecom Engineering experience. Mobile Broadband Support experience 

CERTIFICATIONS_ESSENTIAL
Essential: Customer Care Standard Training Including Quality and Soft Skills training Data Network Operations Microsoft Systems and Applications Essentials Network information background Desirable: Microsoft Office training. CCNA. MCSE TIA CCNT<div> 
</div></div><div>
Job: Senior Engineer</div><div>
Organization: Etisalat-Misr</div><div>
Job Posting: 17/May/2026, 6:58:19 AM</div></div>

Technical Support Second Line Senior Engineer.Technical Support

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