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