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Senior Technical Support Engineer at Smart Technology Solutions

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Resolution, Automation, SLA Compliance, Service Improvement, Client Satisfaction, Technical Project Leadership, Coaching, Supervision, Problem Management, Trend Analysis, Scripting, Stakeholder Management, Client Management, Project Delivery, ITIL, Microsoft

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. A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within. Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development. Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team. A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work. Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.

Responsibilities

The role involves leading the end-to-end resolution of Sev-1 and Sev-2 incidents, designing permanent fixes, and building support automation tools. Responsibilities also include owning client satisfaction, translating needs into technical actions, and leading technical projects across workstreams.