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Senior Technical Support Engineer at Smart Technology Solutions

, Dumiat, Egypt -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Resolution, Automation, Client Satisfaction, Technical Projects, Coaching, Problem Management, Scripting, Leadership, Stakeholder Management, Project Delivery, Service Improvement, Technical Actions, Compliance, Trend Analysis, Support Tools, Communication

Industry

Software Development

Description

Lead Sev-1 and Sev-2 incident resolution end-to-end. Design and implement permanent fixes. Build and enhance automation and support tools. Ensure full compliance with contracts and SLAs. Analyze service trends and lead continual service improvement. Act as the owner of client satisfaction and feedback. Translate client needs into technical actions. Lead technical projects across multiple workstreams. Coach and supervise L1 and L2 teams. Bachelor's degree in computer science or information technology. Professional certifications, ITIL, Microsoft, or similar. 8 plus years of experience in IT services or managed services. English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role. Strong problem management and trend analysis skills. Hands-on scripting and automation experience. Calm leadership during critical incidents. Strong stakeholder and client management skills. Proven project delivery experience.

Responsibilities

Lead Sev-1 and Sev-2 incident resolution end-to-end and design and implement permanent fixes. Analyze service trends and lead continual service improvement while ensuring compliance with contracts and SLAs.