Senior Technical Support Engineer - Level 3
Senior Technical Support Engineer - Level 3
Smart - Technology Solutions- Posted 21 hours ago
- Be among the first 10 applicants
Job Description
- Lead Sev-1 and Sev-2 incidents from diagnosis through resolution
- Ensure incidents and service requests meet agreed SLAs
- Analyze recurring incidents and implement permanent fixes
- Prepare root cause analysis reports and corrective action plans
- Build scripts, automation solutions, and support tools
- Monitor aged L2 tickets and drive resolution within three working days
- Manage complex support cases and maintain high customer satisfaction
- Review negative client feedback and implement improvement actions
- Lead technical projects across multiple workstreams
- Train and coach L1 and L2 support engineers
- Supervise service quality and support client improvement plans
- Maintain technical documentation and knowledge base articles
- Record billable and non-billable work through the service management platform
- Build trusted relationships with clients and internal stakeholders
- Technical Requirements
- Advanced troubleshooting of Windows 10 and Windows 11 environments
- Strong knowledge of Windows Server administration
- Experience administering Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive
- Knowledge of Microsoft Entra ID, identity management, access controls, and multifactor authentication
- Experience with Microsoft Intune, endpoint management, security policies, and device compliance
- Strong understanding of TCP/IP, VLANs, routing, switching, Wi-Fi, and VPN technologies
- Experience managing firewalls, endpoint protection, security patches, and antivirus or EDR solutions
- Knowledge of server virtualization platforms such as Hyper-V or VMware
- Experience with backup, recovery, and disaster recovery processes
- Ability to perform backup restoration tests and verify recovery readiness
- Experience with Azure services and hybrid infrastructure environments
- Experience using HaloPSA or another ITSM or PSA platform
- Strong PowerShell scripting skills for task automation and system administration
- Knowledge of ITIL incident, problem, change, and service request management practices
- Professional Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred
- Eight or more years of experience in technical support, IT infrastructure, or managed services is preferred
- Experience working in an MSP environment and supporting multiple clients is preferred
- Experience leading critical incidents and technical escalation cases
- Experience coaching or supervising technical support teams
- Proven technical project delivery experience is preferred
- Strong client and stakeholder management skills
- Arabic communication skills and English proficiency suitable for client meetings and technical documentation
- Eligibility to work in Egypt
- Certifications
- At least one relevant professional certification is required
- ITIL 4 Foundation or higher
- Microsoft 365 Certified Administrator Expert
- Microsoft Certified Azure Administrator Associate
- Microsoft Certified Windows Server Hybrid Administrator Associate
- Microsoft Certified Endpoint Administrator Associate
- Microsoft Certified Identity and Access Administrator Associate
- Cisco Certified Network Associate
- CompTIA Network+ or Security+
- A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within
- Continuous feedback: We don't wait for annual reviews — we believe in real-time coaching and development
- Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team
- A space for every personality: Love socializing You'll thrive in our lively environment where conversation and connection are key. Prefer quiet focus We've got dedicated Focus Rooms perfect for deep work
- Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you
More Info
Key Skills
Hyper-V
OneDrive
VPN technologies
antivirus or EDR solutions
Microsoft Entra ID
Wi-Fi
Microsoft 365 Exchange Online
security patches
disaster recovery processes
HaloPSA or another ITSM or PSA platform
Azure services
ITIL incident problem change and service request management
About Company