Senior Technical Support Engineer

Job Title:	Senior Technical Support Engineer
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	Installation/Maintenance/Repair, IT/Software Development, Engineering – Telecom/Technology
Description:	Managing ticket workload across a number of customers, escalating issues where appropriate, and providing resolution to issues Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams Ensuring reviews are fully documented and actions are raised and fulfilled Being involved in changes to the service operation tools, processes, and working practices Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk Undertaking continuous improvement in the operation Coordinating with Product Development and Implementation teams to support product updates Supporting updates to products and services in both test and live system environments, in compliance with defined procedures Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer’s data Identifying opportunities that can improve the efficiency of the business and technical processes Including all other duties as may arise from time to time and as may be assigned
Qualifications:	3-5 years of experience in a Technical Support role Excellent communication Hands-on experience in Microsoft SQL Server and Oracle Databases scripts is a plus IIS knowledge is a plus
Contact:	Apply

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