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System Support

2 weeks ago

مصر, Egypt Flojics Technology Full time

**Role and Responsibilities**:

- Actively participate in support queue calls, paying careful attention requirements and care of our clients
- Open, track and close incident and request tickets
- Perform daily system health checks, address issues and document results
- Monitor and maintain systems performance and troubleshoot outages within specified SLA
- Escalate critical incidents as necessary while keeping all stakeholders frequently informed
- Contribute to the documentation of processes, systems and configurations
- Support the configuration, installation, and testing of systems
- Use industry standard monitoring and analysis tools as required
- Carry out additional tasks upon request
- Meet with both internal and client teams to support pre-sales activities
- Work with the sales, project management, and operations teams to define deliverables and timelines
- Understand business problems to be solved, and provide technical direction and solutions during project discovery, definition, and delivery
- Ensure quality of all technical outputs meets or exceeds expectations
- Triage support requests and orchestrate resolution with the team
- Identify, reproduce, communicate and document bugs and common requests
- Keep the team aware of trends and major issues
- Ability to create and maintain as-built documents post projects
- Act as an escalation point for support of network and Firewall problems
- Contribute to training materials, site configuration and adoption tactics.

**Required Skills and Experience**:

- Must be professional / fluent in English
- Bachelor's degree in computer science or equivalent would be an asset
- minimum 2 years of experience as a network/systems administrator with a proven track record of excellent service
- Extremely high attention to detail, well organized, with the ability to assimilate knowledge quickly
- Strong communication and phone skills; excellent customer service, analytical and problem-solving skills a must.
- Ability to work in a fast-paced, dynamic environment
- Comfortable working in a team, and in isolation
- Self-motivated individual with a willingness to progress/improve processes and function
- Willingness to participate in non-standard working time models
- Must pass Security Clearance check

**Working Knowledge of the following**:

- Microsoft Windows 10,11, 2012, 2016 Active Directory, DNS, WINS, DHCP
- Strong understanding of cloud technologies - Office 365, Azure & AWS
- Cisco iOS, Palo Alto and networking tools and concepts, TCP/IP fundamentals
- Firm understanding of Windows Server, Microsoft services and backup/recovery technologies
- Understanding of network concepts in the virtualized environment (VMware and Hyper V)
- Strong Ability to troubleshoot large multi-vendor networks
- Effective communicator both verbal and written
- Rises to the challenge when working under pressure
- Ability to break complex issues down into management elements

Experience working in a Network Operations Center considered an asset
ITIL Foundation v3 or later accreditation preferred.

Application Question(s):

- How many years of experience do you have as Help desk / service desk?
- What is your English level?
- what is your expected salary?
- what is your notice period?