Technical Specialist

4 months ago


مصر, Egypt RISEUP Group Full time

**Key Responsibilities**:
Commitment to ensuring the success and fulfillment of our global customer base.
Managing a high volume of cases while ensuring a high rate of successful resolutions.
Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to
customer issues and ensuring quality outcomes.
Replicating technical problems internally for better understanding and resolution.
Recognizing when cases need to be escalated due to technical complexities or strategic considerations.
Mentor and coach new engineers in the team.
Leveraging internal labs and simulators for testing and analysis.
Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
Contributing productively to weekend shifts, ensuring consistent support.
Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively.
Actively participate and contribute in Company community

**Job Requirements**

**Required Skills/Experience**:
Technical Support/Customer Service Experience minimum 5-8 Years industry experience
Knowledge of Company Product Portfolio or any other Data Protection Solution will be desirable.
Proficient knowledge of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V),Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently.
Experience with Cloud Storage Technologies such as AWS, GCP & and Azure.
Intermediate to Advanced understanding of one or more of the cloud hypervisors like Azure, AWS /
containers like Kubernetes
Intermediate to Advanced understanding of network principles and familiarity with network debugging
tools like Wireshark, tcpdump, and others.
Experience with storage concepts such as SAN/NAS, and the capacity to troubleshoot storage-related
problems effectively.
Intermediate to Advanced understanding of Windows/Linux File System and ability to address issues related to it.
Hands on experience working in one of these technology areas - Oracle, HANA, DB2, MySQL or any other
DBs
Hands on experience on any appliance like NetApp/EMC/Nutanix
Intermediate to Advanced experience with Active Directory, Microsoft Exchange and SQL Server, along with a foundational understanding of Active Directory Services, MS SharePoint, and Office 365.
Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.
Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure &
effectiveness under pressure.
A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.
Company professional advanced certification is desired
Experience working in SaaS environment is preferable

**What We Offer**:
A dynamic & challenging work environment with opportunities for personal & professional growth.
Competitive salary & benefits package.
Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the well being of our employees.
A workplace that fosters a supportive & collaborative culture, encouraging team engagement, open
communication, & mutual respect, creating an empowering environment for all employees


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