senior technical support engineer

Tangent International

<div>
 
 
 Senior Customer Support Engineer
 
 
 
 Cairo, Remote, US Shift
 
 
 
 
 
 
 About the Role
 
 
 
 We are hiring a Senior Customer Support Engineer to join a global fraud prevention and authentication software business supporting leading banks and payment providers worldwide.
 
 
 This is a second-tier technical support role focused on resolving complex product, API and infrastructure issues across enterprise environments. You will work closely with banking clients, internal engineering teams and regional support colleagues to diagnose, investigate and resolve high-impact technical challenges.
 
 
 
 
 
 The role is remote, with monthly in-person team meetups in Cairo.
 
 
 
 
 
 
 Why This Role Exists
 
 
 
 The business is intentionally hiring a more senior profile who can bring technical depth, strong customer communication and stability within the region.
 
 
 The expectation is that this individual will become one of the technical anchors in the team within the first 6 months.
 
 
 
 
 
 You will join during a period of growth and platform innovation, supporting fraud prevention and authentication products used by Tier-1 financial institutions globally.
 
 
 
 
 
 
 What You Will Be Doing
 
 
 <ul>
 <li>
 Acting as second-tier support for complex production issues
 </li>
 <li>
 Investigating logs and analysing system behaviour across application, API and database layers
 </li>
 <li>
 Troubleshooting application server and database-related issues
 </li>
 <li>
 Supporting API and integration investigations, including REST and SOAP-based services
 </li>
 <li>
 Managing escalations from frontline support teams
 </li>
 <li>
 Communicating directly with enterprise banking clients during live incidents
 </li>
 <li>
 Collaborating with Product and Engineering to resolve deeper platform issues
 </li>
 <li>
 Taking ownership of issues through to full resolution
 </li>
 <li>
 Contributing to documentation and continuous improvement initiatives
 </li>
 </ul>
 <li>
 </li>
 
 The support split is approximately 80 percent email and 20 percent calls.
 
 
 This is not a development role. There is no coding requirement, but strong technical investigation and troubleshooting capability is essential.
 
 
 
 
 
 
 What We Are Looking For
 
 
 
 
 
 
 
 Experience
 
 
 <ul>
 <li>
 4 to 5+ years in a technical customer support or application support role
 </li>
 <li>
 Experience supporting complex, multi-tier software environments
 </li>
 <li>
 Experience working with enterprise customers in production environments
 </li>
 </ul>
 
 
 
 
 
 Technical Capability
 
 
 <ul>
 <li>
 Strong troubleshooting approach with the ability to investigate issues across multiple system layers
 </li>
 <li>
 Experience analysing logs and performing root cause analysis
 </li>
 <li>
 Exposure to Java-based environments and enterprise application servers
 </li>
 <li>
 Experience working with databases and SQL in a troubleshooting context
 </li>
 <li>
 Experience investigating APIs, integrations or web services (REST or SOAP)
 </li>
 <li>
 Understanding of infrastructure fundamentals such as networking, authentication or system connectivity
 </li>
 </ul>
 
 
 
 
 
 Communication &amp; Ownership
 
 
 <ul>
 <li>
 Strong English communication skills, both written and verbal
 </li>
 <li>
 Ability to clearly explain technical issues in customer-facing situations
 </li>
 <li>
 Comfortable handling escalations and working under pressure
 </li>
 <li>
 Takes ownership of issues and drives them through to resolution
 </li>
 </ul>
 
 Experience supporting banking, fintech, fraud or payments platforms is beneficial but not essential.
 
 
 
 
 
 
 Working Pattern
 
 
 <ul>
 <li>
 Remote role, Cairo-based candidates preferred
 </li>
 <li>
 US hours, approximately 5pm to 1am local time
 </li>
 <li>
 On-call rotation once per month after ramp-up
 </li>
 </ul>
 
 
 
 
 
 The Environment
 
 
 
 You will join a globally established software business serving hundreds of enterprise customers, including major international banks.
 
 
 
 
 
 The culture is collaborative and ownership-driven. Engineers are encouraged to take initiative, improve processes and contribute to how the team operates, rather than simply handling ticket volume.
 
 
 
 
 
 
 Why Join
 
 
 
 This is an opportunity to operate at enterprise scale, supporting high-impact fraud prevention and authentication platforms used by global financial institutions.
 
 
 
 
 
 You will gain exposure to complex systems, develop deeper technical troubleshooting skills and establish yourself as a senior technical presence within a growing regional team.
 
</div>

Senior Customer Support Engineer

Archer Integrated Risk Management

<div>
 Job Details
 
 
 
 Description
 
 
 
 
 Technical Support Engineer 1 &ndash; EMEA / AMER Shift
 
 
 
 Archer is a leading provider of integrated risk management (IRM) solutions that enable clients to improve strategic decision-making and operational resilience with a modern technology platform that supports qualitative and quantitative analysis driven by both business and IT impacts. As true pioneers in GRC software, Archer remains solely dedicated to helping clients manage risk and compliance domains, from traditional operational risk to emerging issues such as ESG. With over 20 years in the risk management industry, the Archer client base represents one of the largest pure risk management communities globally, with more than 1,200 clients including more than 50% of the Fortune 500. Learn more at www.ArcherIRM.com.
 
 
 We are currently seeking a Client Success Engineer to join our passionate and high-performing team. This is a chance to make your mark on a rapidly growing team at Archer.
 
 
 
 Principal Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Reviews technical solution articles for accuracy and completeness and give feedback to the authors.
 </li>
 <li>
 Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
 </li>
 <li>
 Understands and uses sphere of influence extending outside of the department.
 </li>
 <li>
 Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
 </li>
 <li>
 Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
 </li>
 <li>
 Validates technical information and issues early warning and disseminates information as needed.
 </li>
 <li>
 Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
 </li>
 <li>
 Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
 </li>
 <li>
 Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
 </li>
 <li>
 As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
 </li>
 <li>
 Works toward becoming subject matter expert in a particular area or areas.
 </li>
 <li>
 Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
 </li>
 <li>
 Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
 </li>
 <li>
 Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
 </li>
 <li>
 Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
 </li>
 <li>
 Effectively communicates procedural and technical issues to internal and external customers in a fast paced and Client critical environment.
 </li>
 <li>
 Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
 </li>
 <li>
 Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other CSEs and/or clients regarding technical solutions.
 
 
 </li>
 </ul>
 
 Required Experience And Skills
 
 
 
 <ul>
 <li>
 Customer Service skills
 </li>
 <li>
 Troubleshooting skills.
 </li>
 <li>
 Interpersonal skills.
 </li>
 <li>
 Presentation skills.
 
 
 </li>
 </ul>
 
 Technical Skills
 
 
 
 <ul>
 <li>
 Good knowledge of network fundamentals, protocols and troubleshooting utilities.
 </li>
 <li>
 Knowledge of Network Security Fundamentals
 </li>
 <li>
 Familiar with basics of information security (Encryption, certificates ... etc).
 </li>
 <li>
 SQL Database Knowledge and hands-on experience
 </li>
 <li>
 IIS and Web Services knowledge
 </li>
 <li>
 Knowledge of MS Active Directory and LDAP protocol.
 </li>
 <li>
 Linux administration Knowledge is a plus.
 
 
 </li>
 </ul>
 
 Education Required
 
 : Bachelors in IT, Communications or Computer Science(Technical)
 
 
 
 Experience Required
 
 : 0 up to 2 years of relevant experience.
 
 
 Fluency in French.
 
 
 
 Physical Requirements
 
 : No
 
 
 Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.
 
 
 If you need a reasonable accommodation during the application process, please contact talent-acquisition@archerirm.com. All employees must be legally authorized to work in Egypt. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including before the advertised closing date.
</div>

Engineer, Customer Technical Support (French Speaker)

geidea

<div>
 
 Established in 2008,
 
 Geidea
 
 epitomizes customer focused empowerment and commercial success through continuous innovation.
 
 
 
 Geidea
 
 makes best in class digital payment solutions available for all by attracting and leveraging the best creative &amp; entrepreneurial talent in the market
 
 
 Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.
 
 
 Our technology mirrors our people - Smart, Innovative &amp; Forward Thinking
 
 
 www.geidea.net
 
 
 
 
 
 To maintain a competitive advantage as we grow, we are currently looking for a new "Senior IT Support Engineer".
 
 
 
 
 
 
 Job purpose:
 
 
 
 Deliver responsive IT support to employees by diagnosing and resolving hardware, software, network, and account-related issues. Ensure onboarding/offboarding readiness, device provisioning, access management, and asset lifecycle tracking while maintaining documentation, escalating complex cases to relevant teams, and ensuring compliance with IT policies and security standards.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 
 Service Continuity (On-Prem):
 
 Maintain availability and performance of workplace IT services (endpoints, LAN/Wi-Fi, printing, meeting rooms) across all supported sites.
 </li>
 <li>
 
 Incident Ownership:
 
 Lead L1/L2 troubleshooting through to resolution with correct diagnosis, documented fixes, and controlled escalation for complex faults.
 </li>
 <li>
 
 Identity &amp; Access Control:
 
 Administer on-prem Active Directory access, including user accounts, security groups, permissions, and GPO-related controls, to ensure least-privilege and secure system access, while supporting Exchange Server on-premises administration through proper mailbox permissions, recipient management, and role-based access control.
 </li>
 <li>
 
 Endpoint Configuration &amp; Compliance:
 
 Ensure devices are correctly configured and compliant (OS builds, drivers, encryption/AV/EDR posture, baseline policies) for secure operations.
 </li>
 <li>
 
 On-Prem Service Support:
 
 Support and stabilize core on-prem dependencies (DNS/DHCP basics, file/print services, authentication dependencies) and coordinate recovery actions when degraded.
 </li>
 <li>
 
 Change &amp; Release Execution:
 
 Execute support-scope technical changes (deployments, configuration updates, patch coordination) with rollback readiness to protect service stability.
 </li>
 <li>
 
 Technical Documentation &amp; Improvement:
 
 Produce and maintain technical SOPs/KB and implement standardization to reduce repeat incidents and improve resolution speed.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Strong hands-on expertise in Exchange Server on-premises administration and support, including mailbox management, database administration, mail flow troubleshooting, connectors, transport rules, certificate management, queue monitoring, Outlook connectivity, and basic DAG/replication support. In addition, solid experience in Windows 10/11 troubleshooting, Active Directory administration, TCP/IP fundamentals, DNS, DHCP, VLAN and Wi-Fi basics, hardware and peripheral support, ticketing tools such as ServiceNow/Jira/Remedy, SLA-based support, remote support tools, and strong troubleshooting and documentation practices.
 </li>
 <li>
 Education: Bachelor&rsquo;s degree in computer science, Engineering, Information Technology, or a related field.
 </li>
 <li>
 3&ndash;5 years of overall experience in IT support or infrastructure operations, with a minimum of 3 years of hands-on experience in Exchange Server on-premises administration and support.
 </li>
 <li>
 Microsoft 365 support (Outlook/Teams/OneDrive); Intune/SCCM basics; Azure AD/Entra basics; VPN client support (FortiClient/AnyConnect); basic server support (file/print); basic virtualization awareness (VMware/Hyper-V); ITIL Foundation.
 </li>
 <li>
 Business Expertise: Customer support mindset with clear communication; ability to prioritize incidents by business impact; adherence to change/approval processes; ownership and follow-through to closure; ability to work in shifts/on call when required.
 </li>
 <li>
 Preferred: Experience supporting multi-site offices; exposure to audit/compliance requirements; vendor coordination experience.
 </li>
 </ul>
 
 
 
 
 
 Our values guide how we think and act - They describe what we care about the most
 
 
 
 
 C
 
 ustomer first - It&rsquo;s embedded in our design thinking and customer service approach
 
 
 
 O
 
 pen - Openness allows us to constantly improve and evolve
 
 
 
 R
 
 eal - No jargon and no excuses!
 
 
 
 B
 
 old - Constantly challenging ourselves and our way of thinking.
 
 
 
 R
 
 esilient &ndash; If we fail, we bounce back stronger than before.
 
 
 
 C
 
 ollaborative - We know that we can achieve a lot more as a team.
 
 
 We are changing lives by constantly striving for a better solution.
 
 
 
</div>

Senior IT Support Engineer

Halan - حالا

<div>
 
 Job Summary:
 
 
 
 
 
 We&rsquo;re hiring a Technical Support Engineer to join our fintech team. In this role, you&rsquo;ll handle technical inquiries, troubleshoot user issues, escalate complex problems, and document solutions. Ideal candidates are tech-savvy, detail-oriented, and familiar with tools like Postman and ticketing systems.
 
 
 
 
 
 Responsibilities:
 
 
 
 
 <ul>
 
 <li>
 Diagnose and troubleshoot software-related issues reported by end-users, identifying root causes and providing effective solutions.
 </li>
 
 <li>
 Follow established escalation protocols to route unresolved technical problems to the appropriate internal teams (Development, QC, ....).
 </li>
 
 <li>
 Deliver timely, accurate, and professional responses to user inquiries via support channels (e.g., ticketing system, email, or chat).
 </li>
 
 <li>
 Log all technical issues comprehensively in the support system to ensure traceability and accountability.
 </li>
 
 <li>
 Manage and prioritize multiple open support cases simultaneously, ensuring consistent progress and timely resolution.
 </li>
 
 <li>
 Monitor and respond to incoming technical support tickets, ensuring SLAs are met.
 </li>
 
 <li>
 Create and maintain internal documentation including technical manuals, troubleshooting guides, and bug reports.
 </li>
 
 </ul>
 
 
 
 Requirements:
 
 
 
 
 <ul>
 
 <li>
 Bachelor's degree in Information Technology or Computer Science
 </li>
 
 <li>
 Experience 0-1 Years in the tech field
 </li>
 
 <li>
 Fintech Oriented
 </li>
 
 <li>
 Great problem-solving skills &amp; Critical thinker
 </li>
 
 <li>
 Experience working with API testing tools, such as Postman
 </li>
 
 <li>
 Great understanding of computer systems, mobile devices and other tech products
 </li>
 
 <li>
 Ability to diagnose and troubleshoot technical issues
 </li>
 
 <li>
 Excellent communication skills verbal and written, with the ability to convey technical information to non-technical users.
 </li>
 
 <li>
 Familiarity with ticketing software
 </li>
 
 <li>
 Flexibility to work in shifts and provide on-call support when required.
 </li>
 </ul>
</div>

Software Technical Support Engineer

talabat

<div>
 
 A Little Bit About Talabat
 
 
 
 talabat is the leading online food and groceries ordering platform in MENA, operating in 9 countries across the region. Founded in 2004 by a small group of entrepreneurs in Kuwait, talabat&rsquo;s success expanded to the rest of the GCC region, Egypt &amp; Jordan, making it the largest and most popular food ordering app. With over 2,000+ employees and millions of users, we deliver hundreds of thousands of orders every day.
 
 
 We are part of the Delivery Hero network building the next generation of online delivery platforms across the globe. Our network is truly international with engineering teams in 13 countries and operations in 40+ countries
 
 .
 
 
 
 
 Job Description
 
 
 
 
 Role summary
 
 
 
 We are seeking a highly skilled and experienced Senior IT Network Engineer to anchor our dynamic IT Operations team. The ideal candidate will possess a blend of advanced technical expertise in Network Engineering, strong project management capabilities, and a strategic mindset to oversee the A-Z launch and maintenance of our Dark Store and Kitchen infrastructure. This role requires a deep understanding of IT systems, excellent problem-solving abilities (Crisis Management), and a commitment to delivering "Gold Standard" solutions while actively mentoring junior engineers.
 
 
 
 The Following Experience Is Relevant To Us
 
 
 
 Strategic Leadership &amp; Mentorship
 
 
 <ul>
 <li>
 Team Guidance: Provide technical expertise to junior engineers (IC1/IC2). Resolve technical conflicts within the squad based on logical reasoning, ensuring the team moves forward without deadlock.
 </li>
 <li>
 Project Management: Lead infrastructure projects (Site Launches, Hub expansions) from conception to completion, ensuring adherence to timelines, budgets, and resource coordination.
 </li>
 <li>
 Collaboration: Collaborate with cross-functional teams (Expansion, Operations, Logistics) to assess infrastructure needs and develop scalable, frugal solutions that support business growth across MENA.
 </li>
 <li>
 Talent Acquisition: Participate in the interview process for new engineers, raising the technical bar for the team.
 </li>
 <li>
 Tribe Alignment: Translate business goals into technical execution, explicitly driving the Tribe&rsquo;s KPIs (e.g., Speed to Launch, Uptime, SLA) to completion.
 
 
 </li>
 </ul>
 Advanced Technical Execution
 
 
 <ul>
 <li>
 Gold Standard Design: Own the architecture for Fortinet Security Fabric. Independently design, implement, and maintain complex solutions that avoid duplication and conflict with existing implementations (Network Segmentation, Zero-Trust Architecture, LAN/WAN, SD-WAN, CCTV&hellip; etc.) to meet business requirements, defining the configuration standards that the rest of the team follows with the support of L3 teams.
 </li>
 <li>
 Proactive Engineering: Proactively identify and address potential issues or bottlenecks within the infrastructure (e.g., bandwidth saturation, firewall policy conflicts), implementing preventive measures and automation scripts to ensure optimal performance.
 </li>
 <li>
 Emerging Tech: Stay abreast of industry trends (e.g., AI in CCTV, Zero-Touch Provisioning), recommending and implementing best practices to enhance the efficiency and effectiveness of our infrastructure.
 </li>
 <li>
 Crisis Management: Act as the primary technical escalation point for complex outages, utilizing advanced troubleshooting to resolve high-impact incidents (P1/P2) that junior engineers cannot solve. Utilizing advanced troubleshooting to resolve high-impact incidents and owning the Post-Mortem / RCA process to prevent recurrence.
 </li>
 <li>
 RFCs &amp; Documentation: Author RFCs (Request for Comments) and ADRs (Architecture Decision Records) for major infrastructure changes, ensuring all designs are documented and reviewed before implementation.
 </li>
 <li>
 Innovation: Lead cross-team POCs (Proof of Concepts) to evaluate and test new hardware/software solutions before mass deployment.
 
 
 </li>
 </ul>
 Technical Skills
 
 
 <ul>
 <li>
 Core Networking: Extensive experience designing, implementing, and supporting enterprise-level IT infrastructure solutions. Proficiency in networking concepts including TCP/IP, BGP/OSPF, VLANs, and Subnetting.
 </li>
 <li>
 Security &amp; Firewalls: Expert proficiency in configuring and managing Fortinet Security Fabric (FortiGate NGFW, FortiManager, FortiAnalyzer) and SD-WAN architecture.
 </li>
 <li>
 Monitoring: Proficiency in installing and configuring monitoring tools (e.g., Prometheus &amp; Grafana) for network monitoring and performance analysis.
 </li>
 <li>
 Physical Infrastructure: Deep knowledge of CCTV systems (Hikvision) including NVR storage calculations, AI analytics, and structured cabling standards for warehouses.
 </li>
 <li>
 Containarization &amp; Virtualization: Strong knowledge of containerization (Docker/Podman) and familiarity with cloud platforms (AWS/Azure) for hybrid-network connectivity.
 </li>
 <li>
 Automation: Familiarity with scripting (Python, Bash) and automation tools to drive operational efficiency.
 
 
 </li>
 </ul>
 Soft Skills
 
 
 <ul>
 <li>
 Communication: Excellent communication skills, with the ability to convey complex technical concepts (risks, trade-offs) to non-technical stakeholders (Ops Managers, City Managers).
 </li>
 <li>
 Mentorship: Proven leadership skills, with the ability to mentor and motivate team members without formally managing HR. You encourage dissent and diversity of thought in technical problem solving.
 </li>
 <li>
 Adaptability: Willingness to learn new technologies and methodologies quickly in a fast-paced startup environment.
 </li>
 <li>
 Time Management: Effective prioritization skills, with the ability to manage multiple site launches simultaneously while shielding the team from burnout.
 
 
 </li>
 </ul>
 Business Skills
 
 
 <ul>
 <li>
 Strategic Alignment: Understanding of business processes (Quick Commerce/Logistics), with the ability to align infrastructure initiatives with strategic goals (e.g., "Speed to Launch").
 </li>
 <li>
 Frugality &amp; Budgeting: Proven track record of delivering projects on time and within budget, applying a frugal mindset to optimize costs without sacrificing quality.
 </li>
 <li>
 Risk Management: Ability to assess and mitigate risks (e.g., single points of failure in warehouse connectivity), making data-driven decisions to ensure project success.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Education: Bachelor&rsquo;s Degree in Information Technology, Computer Science, or Engineering.
 </li>
 <li>
 Experience: 6+ years of experience in Network Engineering or IT Infrastructure, with at least 2 years in a technical leadership or mentoring capacity.
 </li>
 <li>
 Certifications: Professional-level certifications (Fortinet NSE 7, CCNP Enterprise) are highly desirable.
 </li>
 <li>
 Technical Skills: Strong grasp of Automation, Virtualization, and Cloud concepts (AWS/Azure) beyond standard troubleshooting.
 </li>
 <li>
 ITIL: ITIL Strategist or Leader (V4)
 </li>
 </ul>
</div>

Senior Engineer - IT Operations

Sumerge

<div>
 
 Sumerge's Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.
 
 
 The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.
 
 
 Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Monitors, administrates and troubleshoots systems and business applications
 </li>
 <li>
 Performs the roll-out and deployment of new system features and updates
 </li>
 <li>
 Communicate with users through a series of actions to help resolve issues or how to effectively use the system
 </li>
 <li>
 Diagnose and troubleshoot technical issues through analyzing logs, applications, networks, operating systems...etc
 </li>
 <li>
 Providing remote and face-to-face technical support to system users
 </li>
 <li>
 Escalate technical issues to L3 technical support and follows up on their resolution and deployment
 </li>
 <li>
 Providing an effective interface between users and L3 technical support, supplying all necessary diagnostic information according to procedures till issues are resolved
 </li>
 <li>
 Maintaining accurate records of all issues with resolution and contact details
 </li>
 <li>
 Applies software security and upgrades to operating systems and applications
 </li>
 <li>
 Performs regular backups and disaster precautions
 </li>
 <li>
 Make continual improvements to procedures and documentation
 </li>
 <li>
 Automate repetitive tasks via scripting
 </li>
 
 
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Science or equivalent education in a related discipline
 </li>
 </ul>
 <ul>
 <li>
 2-5 years of relevant experience
 </li>
 </ul>
</div>

TechOps & Support Engineer

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 The responsibilities will include but not limited to:
 
 
 <ul>
 <li>
 Provide L3 support for issues reported from L2 for multiple technologies, and act as a technical escalation point.
 </li>
 <li>
 Work directly with the vendors when needed to achieve fault resolution within SLA definitions.
 </li>
 <li>
 To coordinate with the engineering team on the validation of new releases.
 </li>
 <li>
 Act as a point of reference for both Technical and Processes inquiries from other team members or external customers.
 </li>
 <li>
 Act as a coach/mentor for both his team and other teams like Service Operations Teams and Change &amp; Release management teams, prepare training material, arrange for training premises and aids and provide training sessions.
 </li>
 <li>
 Provide next level technical support for Level 2 Engineers.
 </li>
 <li>
 Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
 </li>
 <li>
 Perform SIPs actions managed by senior engineers and update the action plan of the SIP.
 </li>
 <li>
 Perform technical &amp; management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
 </li>
 <li>
 To have view on team vision in order to apply it on day2day activity scope.
 </li>
 <li>
 Communicate to managers areas of improvements and process gaps.
 </li>
 <li>
 Keep managers updated regarding escalated/critical issues.
 </li>
 <li>
 Lead on-boarding plan for new comers (follow up on their knowledge growth, access creation, weakness points ,,,etc ).
 </li>
 <li>
 Contribute in customers handover specially for customer with special process/solutions.
 </li>
 <li>
 Perform any additional tasks that will be assigned by the team manager.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 
 Must have
 
 
 
 <ul>
 <li>
 At least 7 years of professional experience.
 </li>
 <li>
 At least 5 years of IT/Network security support technical experience.
 </li>
 <li>
 Very good understanding of network security technologies
 </li>
 <li>
 Excellent understanding of IT &amp; networking fundamentals
 </li>
 <li>
 Excellent phone business communication &amp; facilitation skills
 </li>
 <li>
 Good understanding of the mobility and managed authentication services
 </li>
 <li>
 Good understanding of ITIL incident &amp; change management processes.
 </li>
 <li>
 B.Sc degree in computer, communication or electronics engineering.
 </li>
 <li>
 Fluency in English both Written and spoken
 </li>
 <li>
 Very good communications Skills
 
 
 </li>
 </ul>
 
 Nice to have
 
 
 
 <ul>
 <li>
 Certification in CCNP Security, PCNSE, CISSP
 </li>
 <li>
 Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc ...)
 </li>
 <li>
 Fluency in French both written and Spoken
 
 
 </li>
 </ul>
 You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Senior L3 Security Support Engineer

Explore 865+ Senior technical support engineer in Cairo this May. Find roles across top companies and apply now to boost your career.