Senior Technical Support Engineer - Level 3

• 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.

Requirements

• Technical Requirements

• Advanced troubleshooting of Windows 10 and Windows 11 environments.

• Strong knowledge of Windows Server administration.

• Hands-on experience with Active Directory, Group Policy, DNS, and DHCP.

• 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.

• Hands-on experience with monitoring and remote support tools.

• 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.

• Ability to produce network diagrams, technical documentation, RCA reports, and implementation plans.

• Working knowledge of VoIP systems such as 3CX is preferred.

• Exposure to Linux administration, cloud platforms, or cybersecurity operations is an advantage.

• Professional Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Eight or more years of experience in technical support, IT infrastructure, or managed services.

• Experience working in an MSP environment and supporting multiple clients.

• Experience leading critical incidents and technical escalation cases.

• Experience coaching or supervising technical support teams.

• Proven technical project delivery experience.

• Strong client and stakeholder management skills.

• Arabic communication skills and English proficiency suitable for client meetings and technical documentation.

• Ability to manage multiple priorities and make decisions during service disruptions.

• 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 current Fortinet, Sophos, or equivalent firewall certification.

• 3CX certification is preferred.

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.