Technical Support Engineer – Cloud & Infrastructure

About the Role

We are looking for a skilled Technical Support / Infrastructure Engineer to help manage our cloud-computing infrastructure, ensure compliance with ISO / IT standards, and support our technology platform. This position will be critical to maintaining secure, reliable, and scalable systems across multiple cloud / networking vendors. Must be proficient in arabic

Key Responsibilities

• Manage, maintain, and support cloud infrastructure across platforms including Amazon AWS, Microsoft (e.g. Azure or Microsoft 365 / Active Directory etc.), and networking / firewall devices (e.g. Palo Alto).
• Implement & monitor IT policies / standards related to ISO compliance (for example ISO 27001, or relevant IT-security / operations standards).
• Respond to technical support requests for infrastructure, network security, cloud services, and connectivity issues.
• Monitor system health, performance, capacity, and availability across cloud and on-premise hybrid systems.
• Implement and maintain backup / disaster recovery solutions, and ensure proper change management procedures.
• Manage user accounts, permissions, and roles on Microsoft platform tools (e.g. Azure AD, Microsoft 365 if applicable).
• Configure, maintain & troubleshoot firewalls, VPNs, security rules and access controls using Palo Alto / network security appliances.
• Participate in deployment, migration or upgrade projects for cloud / hybrid infrastructure.
• Generate system documentation, runbooks, standard operating procedures, and support logs.
• Work with security / audit teams to prepare for compliance reviews, audits or assessments.
• Provide hands-on support & troubleshooting during outages or escalated incidents.
• Collaborate with other IT / Dev / Security / Network teams to ensure optimal system integration & risk mitigation.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2-3 years of experience in technical support or infrastructure / cloud-support role.
• Working experience with Amazon AWS (core services such as EC2, VPC, S3, IAM, etc.).
• Experience with Microsoft cloud / platform services (could include Azure, or Microsoft server / identity / AD / MS 365 tools depending on your setup).
• Experience with Palo Alto firewall/security appliances (configurations, access policies, monitoring).
• Sufficient understanding of ISO / IT security compliance standards (e.g. ISO 27001 or similar).
• Fluent / proficient in Arabic (spoken and written).
• Strong troubleshooting & diagnostic skills (networking, security, cloud-network integration).
• Good communication & collaboration skills to work with IT teams, vendors, and internal users.
• Familiarity with monitoring / alerting tools, logs, dashboards & support / ticketing systems.

Preferred / Nice-to-Have

• Certifications such as AWS Certified Solutions Architect / Administrator / Associate
• Microsoft certifications (e.g. Azure Certifications, Microsoft 365 / AD / Security)
• Prior experience in IT-security / audit / compliance assessments
• Experience in hybrid cloud environments (on-prem + cloud)
• Knowledge of scripting or automation for infrastructure tasks (PowerShell, Azure CLI, AWS CLI, Terraform, etc.)
• Experience with networking protocols, VPNs, routing & switching fundamentals
• Exposure to DevOps-adjacent tooling (CI/CD pipelines, monitoring, security scanning tools)

Personal Skills & Attributes

• Strong analytical & problem-solving skills
• Detail-oriented, reliable, and methodical in documentation and procedures
• Ability to work under pressure or in escalation scenarios
• Good interpersonal & communication skills (in both Arabic & English)
• Commitment to continuous learning and keeping up-to-date with cloud / security best practices

Job Type: Full-time