L2 Lead Support Engineer

3 days ago

مصر, Egypt Integrant Full time

WE ARE HIRING Integrant Inc, is hiring for "**L2 Lead Support Engineer**" with below responsibilities: - Troubleshoot and resolve complex technical issues related to hardware, software, and network systems - Escalate technical issues to Level 3 support or other technical teams as necessary - Document technical solutions and create knowledge base articles for Level 1 support and end-users - Participate in the development and delivery of technical training for Level 1 support and end-users - Participate in on-call rotations to provide after-hours technical support - Perform regular maintenance and coordinate activities with external vendors - Answer questions and resolve or coordinate resolution of issues that arise in daily use - Manage user access - Provide training to new users - Administer formal change control process - Create and maintain written user requirements, functional and system specifications - Develop system changes and/or cooperate with external resources for development - Define and execute test cases to verify system modifications - Deploy or coordinate deployment of new code, modules or configuration - Monitor and maintain network of existing interfaces - Coordinate resolution of daily issues with clients and vendors - Develop new interfaces for laboratory orders, results, and other processes - Maintain laboratory test compendium - Develop and maintain routine reporting and analysis functions - Extract and transform data from laboratory operational systems for ad hoc process assessment **Requirements**: - Bachelor's degree in Computer Science, Information Technology, or related field - 8+ years of experience in a technical support role, preferably in an L2 support role - Strong technical skills in hardware, software, and network systems - Experience in MySQL and SQL Server - Experience in LIMS Systems is a plus - Experience with remote access tools and ticketing systems - Excellent communication skills and the ability to communicate technical information to non-technical users - Strong analytical and problem-solving skills - Ability to work independently and in a team environment - Ability to prioritize and manage multiple tasks simultaneously - Willingness to learn and adapt to new technologies and processes **Benefits** - Salary paid in USD - Six-month career advancing opportunities - Employee parking space - Supportive and friendly work environment - Premium medical insurance [employee +family] - English language development courses - Interest-free loans paid over 2.5 years - Technical development courses - Planned overtime program (POP) - Employment referral program - Premium location in Maadi - Social insurance - Opportunity to travel and work onsite with U.S. customers - In-house Technical and English training programs - Dedicated learning time (check out our 4Plus1 Program) - Flexible work schedules - Perks: events, sponsored lunch, game area, rooftop hangout + more

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