IT Support Engineer

Cybertron International Inc. -
Smart Village, GizaPosted 10 years ago

429Applicants for1 open position

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The Level 3 Engineer is responsible for maintaining the design and integrity of the internal and external systems; including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.
The Level 3 Engineer should have the ability to build & setup configurations for network devices, and know how to properly set them up to meet the customers’ needs.
They must have great understanding of WAN/LAN connectivity & troubleshooting.
They should be someone who has the capability to work with other technicians and train on some of the technologies as well.
They will have good interpersonal skills and know how to communicate well with customers.
They must be able to come up with solutions on their own at times, as they will act as the last level of escalation.
This person should possess IT Certifications such as their MCP, MCSA or MCSE.
They should have experience migrating/setting up & troubleshooting server environments, Exchange, and SQL.
Multi-tasking is very important in this role, along with being able to work and help other technicians through a higher-level consult when needed to complete their jobs.
They should be self-motivated with the ability to work in a fast moving environment.

IT Support Engineer will report to Technical Service Manager and his/her essential Duties and Responsibilities are:

IT Support relatingor Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
to issues with the internal systems and network infrastructure
Support services f
Support services for virtualization technologies: VMware, Citrix, and Microsoft
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Administer hosted and cloud solutions for customers using technologies that meet their requirements
Support disaster recovery solutions
Remote access solution support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
Document maintenance for all computer systems and network infrastructure
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment