Senior Technical Support Specialist

5 days ago

El Sheikh Zaid Al Jizah, Egypt MobyServ Full time 15,000 - 30,000 per year

Job ID
(STSS
Location
: Giza, Egypt

Job Summary:

The Technical Specialist is responsible for implementing IT and enterprise mobility solutions, providing post-implementation support, and ensuring timely resolution of client issues in coordination with technology vendors. The role focuses on achieving and maintaining the agreed Service Level Agreements (SLAs) between the vendor and our clients, ensuring high service quality and customer satisfaction

Key Responsibilities:

Implementation & Configuration

·
Collaborate closely with Accounts and Sales Executives to identify client business needs, define technical requirements, and support all sales phases.

·       Prepare and maintain comprehensive sales documentation, including proposals, presentations, demonstrations, and proof-of-concepts (POCs).

·       Handle the deployment, configuration, and testing of IT and enterprise solutions for clients.

·       Support the technical onboarding of new customers and ensure successful solution rollout.

·       Work closely with internal teams and clients to ensure a smooth implementation process.

Technical Support & Troubleshooting

·       Provide ongoing technical support and troubleshooting for client environments.

·       Open and manage support tickets with vendors on behalf of clients, ensuring accurate issue documentation.

·       Follow up with vendors to ensure timely issue resolution and escalation when necessary.

·       Perform root-cause analysis and share preventive recommendations to minimize recurrence.

Vendor & SLA Management

·       Monitor and ensure vendors adhere to SLA requirements.

·       Coordinate between clients and vendors for escalations and updates.

·       Maintain detailed logs and documentation for all technical cases and actions taken.

Client Communication & Relationship

·       Serve as the main technical contact for clients after implementation.

·       Provide regular updates on open issues, project progress, and vendor communications.

·       Ensure client satisfaction through professional support and clear communication.

Qualifications & Skills:

·       Bachelor's degree in 
Information Technology, Computer Science, or a related field

.

·       
2–4 years

of experience in solution implementation, technical support, or IT operations.

·       Hands-on experience with 
cybersecurity, EDR -XDR and SaaS-based solutions

.

·       Strong troubleshooting, problem-solving, and analytical skills.

·       Experience working with 
ticketing systems

and 
SLA monitoring tools

.

·       Excellent communication skills in both written and spoken English.

·       Ability to multitask, prioritize, and follow through in a fast-paced environment.

Preferred Experience:

·       Exposure to 
enterprise mobility , device security, or endpoint solutions

.

·       Familiarity with 
ITIL or similar support frameworks

.

·       Experience in vendor coordination and client-facing support roles.

Work Environment:

·       Based in office or hybrid as per project needs.

·       May include occasional travel to client sites for implementation or support activities.

If interested, please send your CV with recent photo to 

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