Technical Support Team Lead

5 days ago

Cairo, Cairo, Egypt Vallis Tech Full time

Job Summary

We are looking for an experienced
Technical Support Team Lead
to manage and lead our technical support operations. The ideal candidate will have a strong background in
Help Desk support, Network & Security, and System Administration
, along with proven leadership skills to manage a support team and ongoing customer support projects.

This role requires both
hands-on technical expertise
and
team leadership
, ensuring high service quality, SLA compliance, and customer satisfaction.

Key Responsibilities

  • Lead, manage, and mentor the technical support team (L1/L2).
  • Oversee daily support operations and ongoing support projects.
  • Act as an escalation point for complex technical issues.
  • Ensure compliance with SLAs, response times, and service quality standards.
  • Coordinate with customers and internal teams to resolve incidents and requests.
  • Plan team schedules, workload distribution, and performance monitoring.
  • Prepare regular support reports and improvement plans.
  • Participate in system upgrades, network/security implementations, and troubleshooting.
  • Ensure proper documentation, knowledge base updates, and standard operating procedures (SOPs).

Technical Requirements

  • 4+ years of experience in Technical Support / IT Operations.
  • Strong experience in
    Help Desk & IT Support environments
    .
  • Solid knowledge of
    Network Technologies
    (LAN/WAN, Switching, Routing, Firewalls).
  • Hands-on experience with
    Network & Security solutions
    (Firewall, VPN, Endpoint, Security Policies).
  • Experience in
    System Administration
    :
  • Windows Server (AD, DNS, DHCP, GPO)
  • Basic Linux administration is a plus
  • Experience with ticketing systems and ITSM tools.
  • Understanding of backup, monitoring, and patch management.

Leadership & Soft Skills

  • Proven experience in leading and managing technical support teams.
  • Strong problem-solving and decision-making skills.
  • Excellent communication and customer-handling skills.
  • Ability to work under pressure and manage multiple priorities.
  • Strong documentation and reporting skills.

Preferred Certifications (Plus)

  • ITIL Foundation
  • Microsoft (MCSA/MCSE)
  • Network certifications (CCNA or equivalent)
  • Security certifications (Fortinet, Sophos, Kaspersky, or similar)

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