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1st level it support - 2nd level it support Jobs in Cairo

1st level it support - 2nd level it support

customer support specialist Jobs in Cairo

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customer support specialist (b1+/b2 english) Jobs in Cairo

customer support specialist (b1+/b2 english)

technical support specialist

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 Egypt
 
 
 
 
 Description
 
 
 
 
 Role Overview
 
 
 As our
 
 Knowledge Base (KB) Specialist
 
 , you&rsquo;ll ensure CX agents have fast, easy access to clear, accurate, and up-to-date information. From writing and maintaining internal articles to managing content systems and optimizing search, you&rsquo;ll turn complexity into clarity and help shape the future of agent knowledge at Tabby. This role blends
 
 content creation with technical knowledge management
 
 , requiring both strong writing skills and the ability to manage the systems and structures behind the knowledge base.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 What You&rsquo;ll Be Doing
 
 <ul>
 <li>
 
 Internal Content Creation and Maintenance
 
 &ndash; Write and update KB articles, workflows, and FAQs that guide agent decision-making and support handling across all CX lines of business (LOBs).
 
 
 Content Quality and Accuracy
 
 &ndash; Ensure documentation is correct, easy to understand, and aligned with our tone of voice, formatting standards, and compliance requirements.
 
 
 Knowledge Structure and Navigation
 
 &ndash; Design, organize, and categorize content for easy discovery and searchability, minimizing confusion and handling time.
 
 
 Technical Knowledge Management
 
 &ndash; Manage knowledge systems, including user access, permissions, and content version control. Apply principles of information architecture to optimize search results and content findability.
 
 
 Reporting and Analysis
 
 &ndash; Track article views, searches, and usage patterns to identify friction points. Analyze data to improve clarity, reduce duplicate content, and prioritize updates.
 
 
 Feedback and Iteration
 
 &ndash; Use agent feedback (via Slack, forms, QA), escalations, and training insights to identify gaps or unclear content, then proactively address them.
 
 
 Collaboration with SMEs
 
 &ndash; Work closely with Product, Ops, Training, and Compliance teams to source accurate information, validate content, and ensure timely updates.
 
 
 Process &amp; Standards
 
 &ndash; Uphold content standards and structures, hold stakeholders accountable for updates, and standardize how policies, procedures, and product flows are documented.
 
 
 Technical Contribution
 
 &ndash; Leverage front-end coding knowledge (JavaScript, HTML, CSS) to manage CMS customizations, formatting, and system improvements.
 
 
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 Skills, Knowledge &amp; Expertise
 
 <ul>
 <li>
 Excellent written
 
 English and Arabic
 
 with
 
 
 strong editing, formatting, and structuring skills
 </li>
 <li>
 At least
 
 1 year of hands-on
 
 experience working with
 
 knowledge management tools
 
 (e.g., Helpjuice, Zendesk, Confluence, Notion)
 </li>
 <li>
 Comfortable working with structured and unstructured inputs (Slack threads, Notion docs, product specs) and turning them into clear KB content
 </li>
 <li>
 Familiarity with CX operations and how agents use knowledge bases
 </li>
 <li>
 Detail-oriented and process-driven, with the ability to maintain consistency and quality under pressure
 </li>
 <li>
 Experience collaborating with training, QA, compliance, or product teams
 </li>
 <li>
 Strong technical aptitude: ability to analyze reports, optimize search functionality, manage users/access, and apply principles of information architecture.
 </li>
 <li>
 coding experience (JavaScript, HTML, CSS) to support CMS content formatting and customizations.
 </li>
 </ul>
 
 
 Settling into the role
 
 
 
 
 We recognize that learning our tools, culture, and agent landscape takes time. Here's what the ramp-up will look like:
 
 
 <ul>
 <li>
 
 Month 1:
 
 Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
 </li>
 <li>
 
 Month 2&ndash;3:
 
 Start co-owning content pieces, especially those tied to upcoming product changes.
 </li>
 <li>
 
 Month 4+:
 
 Take the lead on full content projects &mdash; from brief to delivery &mdash; and become the go-to for anything knowledge-related in agent education.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 <ul>
 <li>
 
 
 2+ years
 
 of experience in content design, CX enablement, or technical writing
 </li>
 <li>
 Experience supporting CX agents in fintech, e-commerce, or regulated industries is a plus.
 </li>
 <li>
 Understanding of CX tools (e.g., Zendesk, Intercom, Salesforce, Aircall)
 </li>
 <li>
 Experience with multilingual support teams or agents with limited English proficiency is a plus
 </li>
 <li>
 Familiarity with knowledge-centered support (KCS) or internal L&amp;D frameworks
 
 
 </li>
 </ul>
 
 
 Success in this role will be measured by:
 
 
 
 <ul>
 <li>
 Agent feedback and KB satisfaction
 </li>
 <li>
 Search success and article usage rates
 </li>
 <li>
 Reduction in escalations or handling time due to unclear guidance
 </li>
 <li>
 Efficiency of content system structure and usability.
 
 
 </li>
 </ul>
 Alignment with QA, policy, and training expectations
 
 
</div>

Knowledge Base Specialist

Intellias

<div>
 
 
 About US:
 
 
 
 Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!
 
 
 
 
 
 
 Requirement:
 
 
 <ul>
 <li>
 2-3 years of experience as a L2/L3 support specialist
 </li>
 <li>
 Bachelor&rsquo;s or master&rsquo;s degree in Computer Science or related fields
 </li>
 <li>
 
 Strong experience with Magento 2.4 is a big plus
 
 </li>
 <li>
 Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc
 </li>
 <li>
 Experience with MS Azure, AWS or Google Cloud will be a plus
 </li>
 <li>
 
 Hands-on experience in application or web application support
 
 </li>
 <li>
 
 Good understanding of SQL
 
 </li>
 <li>
 
 Experience with Postman
 
 </li>
 <li>
 
 Good understanding of HTTP Technologies
 
 </li>
 <li>
 
 Good TCP/IP knowledge
 
 </li>
 <li>
 Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
 </li>
 <li>
 Experience with REST API
 </li>
 <li>
 Understanding of CI/CD process and implementation experience
 </li>
 <li>
 Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices
 </li>
 <li>
 Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc
 </li>
 <li>
 Strong communication skills, soft skills and stress-resistance is a must
 </li>
 <li>
 Good English level is required, both spoken and written (B2)
 </li>
 <li>
 Empathy, psychology and trusted communication building skills are a plus
 </li>
 <li>
 
 The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.
 
 **
 </li>
 </ul>
 
 
 
 
 
 Nice to have:
 
 
 <ul>
 <li>
 Experience working in large or enterprise-level organizations
 </li>
 <li>
 Familiarity with corporate processes, compliance rules, and structured communication channels
 </li>
 <li>
 Understanding of ITSM frameworks (e.g. ITIL) and adherence to Change, Incident, and Problem Management procedures
 </li>
 <li>
 Experience operating within environments that require strict documentation, traceability, and approval flows
 </li>
 <li>
 Ability to collaborate effectively across multiple teams and departments (e.g. Development, QA, Operations, Business stakeholders)
 </li>
 <li>
 Awareness of security, privacy, and governance standards typical for global companies
 </li>
 <li>
 Strong understanding of escalation paths, reporting lines, and responsibility segregation
 </li>
 <li>
 Ability to balance speed of issue resolution with compliance to organizational policies
 </li>
 </ul>
 
 
</div>

Senior Support Engineer

Centric Brands

<div>
 
 About Us
 
 
 
 Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women&rsquo;s, men&rsquo;s and kid&rsquo;s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company&rsquo;s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.
 
 
 
 Overall Responsibilities
 
 
 
 
 Specific Responsibilities Would Include
 
 
 
 Handle end to end product&rsquo;s technical support till all necessity tech quality standard into bulk production, ensure right cost, right on-time delivery.
 
 
 <ul>
 <li>
 Kickoff &amp; Line review precaution
 </li>
 <li>
 Critical technical issue/children safety call out
 </li>
 <li>
 TP technical clarification
 </li>
 <li>
 Difficult style technical support to vendor
 </li>
 <li>
 Sample matrix arrangement to follow up WIP delivery &amp; quality consistency
 </li>
 <li>
 FIT/PP evaluation
 </li>
 <li>
 Trim &amp; fabric verification with Mer
 </li>
 <li>
 Design &amp; construction checking Sample
 </li>
 <li>
 Measurement checking
 </li>
 <li>
 Fit photo taking
 </li>
 <li>
 CAD Pattern verification/correction
 </li>
 <li>
 Comment writing
 </li>
 <li>
 PLM system
 </li>
 <li>
 Upload sample report
 </li>
 <li>
 Mock up suggestion &amp; reviewing
 </li>
 <li>
 VC Fit with vendor
 </li>
 <li>
 Technical issues verify to customer
 </li>
 <li>
 3D sample
 </li>
 <li>
 Follow up with vendor for e-pattern correction &amp; layout
 </li>
 <li>
 PP meeting &amp; TOP
 </li>
 <li>
 Technical support to vendor
 </li>
 <li>
 Critical technical call out, linking to QC
 </li>
 <li>
 Technical clarification with Mer/customer
 </li>
 <li>
 Team enhancement management
 </li>
 <li>
 Daily sample log in chart &amp; OTS
 </li>
 <li>
 Vendor enhancement management
 </li>
 <li>
 SOP to monitor factory utilization of block and brand pattern
 </li>
 <li>
 Safety Case learning
 </li>
 <li>
 Conduct sampling approval process and ensure on timely submission along with good execution.
 </li>
 <li>
 Collaborate with merchandisers, buyers, suppliers, follow up T&amp;A (WIP) with flexible technical support, ensure on-time delivery regularly.
 
 
 </li>
 </ul>
 
 Our Best Fit Candidate Would Have
 
 
 
 
 Additional Requirements
 
 
 
 <ul>
 <li>
 Proven at least 5 working experience in wear tech
 </li>
 <li>
 Up to date with the latest garment design-construction trends and best practices
 </li>
 <li>
 Knowledge of garment manufacturing, including construction, fabrication, trim and print techniques, and sensibility for costing/design
 </li>
 <li>
 Ability to resolving variety fitting issues &amp; modify pattern by CAD, Gerber preferred
 </li>
 <li>
 Bachelor&rsquo;s Degree in Garment engineering or related field
 </li>
 <li>
 Excellent verbal and written communications skills
 </li>
 <li>
 Proficient in Microsoft Office, Adobe products, Excel, PPT, MS Team, drawings
 </li>
 <li>
 Flex PLM system experience will be a plus
 
 
 </li>
 </ul>
 
 Competency Requirements (if Applicable)
 
 
 
 
 Behavioral Competencies:
 
 
 
 <ul>
 <li>
 Decision Making
 </li>
 <li>
 Communication
 </li>
 <li>
 Collaboration
 </li>
 <li>
 Conflict Management and Problem Solving
 </li>
 <li>
 Time Management and Driving Execution
 
 
 </li>
 </ul>
 
 Language Proficiency:
 
 
 
 Fluent in: English
 
 
 
 Specific Working Conditions
 
 
 
 Frequency of Travel or Vendor VC: As required
 
 
</div>

Designer, Technical Design

Arab Business Machine

<div>
 Date: Dec 18, 2025
 
 
 Location:
 
 
 Cairo, EG
 
 
 Company: Arab Business Machine LLC
 
 
 Req ID: 2455
 
 
 
 Job Title
 
 
 
 Certified Technician
 
 
 
 Job Scope
 
 
 
 The Certified Technician is accountable for the diagnosis, repair, and maintenance of Apple products while managing spare parts, supporting new releases, assisting customers, and ensuring accurate documentation.
 
 
 
 Main Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Maintain a strong floor presence driving sales, promoting customer service excellence and attending to customers&rsquo; needs;
 </li>
 <li>
 Provide practical advice and technical support and ensure that customers get quick solutions to technical problems in accordance with Apple's system and guidelines;
 </li>
 <li>
 Efficiently manage assigned repair jobs and preparation of refurbished iPhones and other Apple products, keeping worksheets up-to-date and notifying customers of job progress;
 </li>
 <li>
 Evaluate system configuration and software updates so that hardware resources can be used effectively;
 </li>
 <li>
 Understand and capture all required information from customers and create the respective forms with accurate data;
 </li>
 <li>
 Accept units for walk-in customer service, including retailers, and update the database accordingly;
 </li>
 <li>
 Manage high-volume retailer accounts or multiple small-volume retailer accounts;
 </li>
 <li>
 Manage Apple spare parts and inventory while testing, sorting, and organizing recalled parts and devices;
 </li>
 <li>
 Handle payment transactions and related reports accordingly;
 </li>
 <li>
 Receive incoming calls from customers, DHL and others and respond to inquiries quickly and professionally;
 </li>
 <li>
 Maintain a clean and organized workstation and center;
 </li>
 <li>
 Support the launch of new applications, services and tools;
 </li>
 <li>
 Submit periodic reports to management;
 </li>
 <li>
 Stay up-to-date with all Apple troubleshooting articles, operating procedures, and service news.
 
 
 
 </li>
 </ul>
 
 Position Requirements
 
 
 
 
 Education
 
 
 
 High School Diploma
 
 
 
 Experience
 
 
 
 3 - 5 years of experience in repairing Apple products.
 
 
 Apple certification is mandatory.
 
 
 Strong communication skills and the ability to support with administrative, logistics, and general support tasks.
 
 
 The role is on-site in Nuzha City; candidates residing nearby are especially encouraged to apply.
 
 
</div>

Certified Technician

Watan First Digital - Egypt

<div>
 
 
 Job Summary:
 
 
 
 We are looking for a skilled and proactive Help Desk &amp; IT System Administrator to join our software company. The ideal candidate will be responsible for providing technical support to employees, managing IT infrastructure, maintaining systems, and supporting administrative tasks related to office operations. This role requires strong troubleshooting skills, attention to detail, and the ability to handle multiple responsibilities efficiently.
 
 
 
 Work Model &amp; Location:
 
 
 <ul>
 <li>
 Hybrid
 </li>
 <li>
 Location: Maadi, Cairo
 </li>
 </ul>
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 1. Help Desk Support
 
 
 <ul>
 <li>
 Provide first-line technical support to employees (software, hardware, network, and account issues).
 </li>
 <li>
 Install, configure, and troubleshoot computers, operating systems, and company software.
 </li>
 <li>
 Resolve issues related to email, VPN, network connectivity, and user access.
 </li>
 <li>
 Manage and track IT support tickets and ensure timely resolution.
 </li>
 <li>
 Set up new employee accounts (emails, systems access, devices).
 </li>
 <li>
 Ensure all devices comply with company security and IT policies.
 </li>
 </ul>
 
 
 2. System Administration
 
 
 <ul>
 <li>
 Manage company servers, cloud services, and internal systems.
 </li>
 <li>
 Monitor system performance and ensure high availability and security.
 </li>
 <li>
 Perform regular system backups and recovery tests.
 </li>
 <li>
 Manage firewalls, switches, routers, and antivirus solutions.
 </li>
 <li>
 Maintain user permissions and role-based access control.
 </li>
 <li>
 Handle system updates and patches to maintain security compliance.
 </li>
 </ul>
 
 
 3. Network &amp; Infrastructure Management
 
 
 <ul>
 <li>
 Maintain and troubleshoot LAN/WAN, Wi-Fi, and overall network stability.
 </li>
 <li>
 Monitor network performance and respond to outages or disruptions.
 </li>
 <li>
 Manage internet services, domains, SSL certificates, and hosting environments.
 </li>
 </ul>
 
 
 4. Software &amp; Hardware Management
 
 
 <ul>
 <li>
 Manage IT equipment inventory (laptops, monitors, accessories, servers).
 </li>
 <li>
 Coordinate purchases, repairs, and upgrades of devices and licenses.
 </li>
 <li>
 Install and configure software tools used internally by teams.
 </li>
 </ul>
 
 
 5. Administrative &amp; Office Support (Admin Tasks)
 
 
 <ul>
 <li>
 Manage office supplies, asset tracking, and vendor relationships.
 </li>
 <li>
 Support in managing facility issues (maintenance, telecom, internet providers).
 </li>
 <li>
 Handle company accounts with service providers (IT vendors, subscriptions).
 </li>
 <li>
 Coordinate with HR for onboarding/offboarding from a technical perspective.
 </li>
 <li>
 Ensure meeting rooms and office equipment remain functional.
 </li>
 </ul>
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field.
 </li>
 <li>
 1&ndash;3 years of experience in IT Support, Help Desk, or System Administration.
 </li>
 <li>
 Strong knowledge of Windows, Linux, and/or MacOS environments.
 </li>
 <li>
 Hands-on experience with networks, firewalls, and security protocols.
 </li>
 <li>
 Familiarity with cloud platforms (AWS, Azure, or Google Workspace).
 </li>
 <li>
 Excellent troubleshooting, communication, and time-management skills.
 </li>
 <li>
 Ability to work efficiently in a hybrid environment.
 </li>
 </ul>
 
 
 Preferred Skills (Plus):
 
 
 <ul>
 <li>
 Experience working in software or technology companies.
 </li>
 <li>
 Knowledge of ERP systems, ticketing tools, and remote support platforms.
 </li>
 </ul>
 
 
</div>

Help Desk & IT System Administrator

Marriott International

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25191495
 
 
 
 Job Category
 
 Information Technology
 
 
 
 Location
 
 JW Marriott Residences New Cairo Al Jazi First, 42 El Hegaz Street Mohandessin, Giza, Cairo, Egypt, Egypt,VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Non-Management
 
 
 
 Position Summary
 
 
 
 Troubleshoot and resolve technical problems or issues related to computer software and systems. Provide technical guidance and recommendations to resolve business problems. Analyze, recommend, and implement process improvements. Enter commands and activate controls on computer and peripheral equipment to integrate and operate equipment. Troubleshoot, modify, support, manage, and maintain applications programs and user accounts. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Train or instruct users in the proper use of hardware or software. Manage and coordinate planning, design, operations, maintenance, and resource allocation of telecommunications activities, including client/server support and strategic and tactical planning. Consult with and advise others on administrative policies and procedures, technical problems, priorities, and methods related to telecommunications.
 
 
 Assist management in hiring, training, scheduling, evaluating, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Follow all company policies and procedures; protect company assets. Speak with others using clear and professional language. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Visually verify information. Enter and locate information using computers/Point of Sale (POS) systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Preferred Qualifications
 
 
 
 Education: Technical, Trade, or Vocational School Degree.
 
 
 Related Work Experience: At least 2 years of related work experience.
 
 
 Supervisory Experience: No supervisory experience.
 
 
 License or Certification: None
 
 
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
 
 
 JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

IT Supervisor

Valleysoft | Center of Excellence

<div>
 Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.
 
 
 
 Project Overview
 
 
 
 The scope of this project includes providing comprehensive 1st and 2nd level IT support services. This includes, but is not limited to, helpdesk support, incident management, and system troubleshooting. The selected vendor will be expected to meet defined service levels, including response times, resolution times, and availability.
 
 
 
 Requirements
 
 
 
 
 Vendor Requirements Experience and Expertise:
 
 
 
 <ul>
 <li>
 Proven experience in providing IT support services to financial institutions
 </li>
 <li>
 Demonstrated ability to handle complex IT environments and provide high quality support
 
 
 </li>
 </ul>
 
 Technical Requirements:
 
 
 
 
 1st Level IT Support Qualifications
 
 
 
 <ul>
 <li>
 Minimum of 1 year of experience in IT support roles
 </li>
 <li>
 Familiarity with banking software and systems
 </li>
 <li>
 Expertise in PC management, troubleshooting hardware and software issues
 </li>
 <li>
 knowledge of operating systems (Windows, Linux, etc.) and enterprise software
 </li>
 <li>
 Ability to provide remote and on-site support as needed
 
 
 </li>
 </ul>
 
 2nd Level IT Support Qualifications
 
 
 
 <ul>
 <li>
 Minimum of 5 years of experience in IT support roles
 </li>
 <li>
 Strong knowledge of operating systems (Windows, Linux, etc.) and enterprise software
 </li>
 <li>
 Proficiency in troubleshooting hardware and software issues
 </li>
 <li>
 Excellent communication skills and the ability to work under pressure
 </li>
 <li>
 Experience with IT service management tools and ticketing systems
 </li>
 <li>
 Ability to provide advanced technical support and escalate issues when necessary
 </li>
 <li>
 Strong analytical and problem-solving skills
 </li>
 <li>
 User Account Management: Creating, modifying, and deleting user accounts and mailboxes
 </li>
 <li>
 Advanced Troubleshooting: Resolving complex issues that first-level support cannot handle, such as intricate email delivery problems, client connectivity issues, and performance bottlenecks
 </li>
 <li>
 Mailbox Recovery: Restoring deleted mailboxes or recovering specific emails from backups
 </li>
 <li>
 Mobile Device Management: Managing and troubleshooting issues related to mobile device access to Exchange, including configuring ActiveSync policies
 </li>
 <li>
 Transport Rules and Connectors: Creating and managing complex transport rules and connectors to control email flow and apply specific policies
 </li>
 <li>
 Certificate Management: Handling advanced certificate issues, including renewing and troubleshooting SSL certificates for secure communication
 </li>
 <li>
 Performance Monitoring: Using tools to monitor the performance of Exchange servers and taking corrective actions to resolve identified issues
 </li>
 <li>
 PowerShell Scripting: Writing and executing PowerShell scripts to automate repetitive tasks and manage Exchange more efficiently
 </li>
 <li>
 Distribution Groups: Creating and managing distribution groups and ensuring the correct users are included
 </li>
 <li>
 Mailbox Permissions: Assigning and managing permissions for mailboxes, such as granting access to shared mailboxes or calendars
 </li>
 </ul>
</div>

1st Level IT Support - 2nd Level IT Support

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