Incident & Problem Management
- Perform advanced troubleshooting to identify root causes of recurring or complex issues
- Restore services within defined SLA targets
- Document root causes, fixes, and preventive actions
- Support Problem Management by identifying trends and recurring incidents
Technical Troubleshooting & Resolution
- Diagnose and resolve complex hardware, software, network, and system issues
- Support operating systems, applications, servers, cloud services, and endpoints
- Apply fixes, patches, configuration changes, and workarounds where required
- Validate solutions before closing tickets
- System & Service Support
- Support enterprise systems such as: Microsoft 365 / Email services ,Active Directory / Azure AD, Endpoint management (Intune, MDM, EDR), Network connectivity (LAN, WAN, VPN) ,Backup and monitoring tools
- Perform controlled changes following approved change procedures
- Escalation & Collaboration
- Escalate unresolved or critical issues to Level 2 or vendors with complete diagnostics
- Documentation & Knowledge Management
- Create and update knowledge base articles and technical documentation
- Ensure ticket updates are accurate, detailed, and professional
- Customer Communication
- Communicate clearly with customers on issue status, progress, and resolution
- Explain technical issues in a simple, customer-friendly manner
- Manage customer expectations during incidents and outages
- Monitoring & Preventive Support
- Monitor systems, alerts, and dashboards
- Take proactive action to prevent incidents where possible
- Support maintenance activities and system health checks
Requirements
- Strong troubleshooting and analytical skills
- high understanding of IT infrastructure and cloud services
- Knowledge of ITIL processes (Incident, Problem, Change)
- Ability to work under pressure and manage priorities
- Clear documentation and communication skills
- Certifications are Strongly Preferred :
- ITIL® 4 Foundation
- CompTIA Network+
- CompTIA A+
- Microsoft Certified: Endpoint Administrator Associate (MD-102)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft 365 Certified: Administrator Expert
- Nice to Have:
- (CompTIA Security+
- Microsoft Certified: Security Operations Analyst Associate (SC-200)
- Cisco CCNA
- Fortinet NSE / Palo Alto Certifications
Benefits
- 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
