We are a Microfinance entity based in Egypt, with a remarkable presence in the market. Microfinance is a powerful tool for financial inclusion and economic development, providing access to essential financial services for individuals and small businesses. As a fast-growing and innovative sector, microfinance offers exciting career opportunities for passionate individuals. If you are interested in joining a dynamic team that is expanding, we encourage you to explore the following open position as Senior Systems Engineer.

Job Description

• Deliver exceptional support to customers through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc tasks.
• Work as a senior agent to drive customer satisfaction through customer support.
• Provide direct supervision of the technical support staff which may include evaluations, and disciplinary actions.
• Provide second, Third line support for both internal and external customers.
• Participates in the creation and maintenance of knowledge database content.
• Involved with the operational delivery and new product and feature releases.
• Ensure that all customer inquiries and issues are solved correctly and promptly and professionally.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Maintaining and supporting computer hardware/software periodically using the preventive maintenance plan.
• Maintain IT support system (Ticketing System, IT Asset, and IT Inventory)
• Evaluate current equipment performance and status for upgrade/replace process.
• Maintain a changelog for each systems documentation piece.

Bachelor’s degree in computer science, Communications Engineering or equivalent.Proven experience at least 3+ years of experience in IT support functions.ITIL Service Management (Preferred)MCSE (Preferred)CCNA (Preferred)Microsoft 365, google packs, and cloud support Expert (preferred)Experience of Microsoft technologies in one or more of the following: (Microsoft: Active Directory, Microsoft Azure and AWS, Microsoft Exchange, Skype for Business, Teams, SCCM, SCOM, VMM, MOM, Microsoft SharePoint)Solid understanding of client/server, networking, and Internet technologies.Experience working with Microsoft Server products alongside Microsoft Azure IaaS/ PaaS and experience with troubleshooting, configuring, and supporting Network.Solid Networking Skills (Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols)Job CompetenciesHigh sense of responsibility and ownership, acting like an owner in what you do.Exceptional communication and presentation skillsLove being the first line of support and troubleshooting issues.Strong analytical skills to investigate and resolve customer support tickets.Able to multi-task efficiently under time pressureAble to work with cutting edge technology and assimilate information rapidly.Ability to maintain composure during a stressful situation.Fluent in Arabic and English.