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Infrastructure Support Engineer

Universities of Canada in Egypt
New Cairo, Cairo
Posted 6 years ago
51Applicants for1 open position
  • 9Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

RESPONSIBILITIES

  • Primary responsibility in monitoring and resolving issues related to all systems, software and other infrastructure.
  • Resolve incident tickets and respond to emails and phone calls from clients.
  • Manage Incident Bridge, ensure prompt mitigation/resolution of impacting issues and proactively apprise stakeholders of the latest issue status.
  • Collaborate with support groups to resolve complex issues.
  • Document and communicate critical milestones/progress of ongoing incidents timely and accurately.
  • Accurately and promptly assess/solicit the impact of a critical/major system outage.
  • Follow documented operations processes and resolution/escalation procedures.
  • Resolve standard incidents promptly without escalation.
  • Constantly follow-up on all open incidents and problem tickets to meet group objectives.
  • Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
  • Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
  • Offer effective/sound recommendations to address repetitive issues
  • Follow process improvement efforts within the department
  • Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
  • Proactively share resources and information and provide support to team members to achieve work objectives.
  • Identify and offer possible solutions to issues that may impede collaboration and teamwork.
  • Embrace change and accept ambiguity.

Job Requirements

  • BS degree in Information Systems CS or related field, or 1-2 years relevant work experience is preferred.
  • Able to speak and write fluently in English and Arabic.
  • Adept customer service background
  • Working knowledge in education environment is preferred
  • Windows or Unix Certifications preferred or equivalent experience.
  • Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
  • Information Technology Infrastructure Library Foundation Certificate (ITIL) is preferred
  • Develop and maintain technical skills through participation in on the job training and recommended training classes.
  • Be able to assist junior team members.
  • Staff member with general troubleshooting skills and have basic knowledge using a workstation.
  • Proficient with MS Office products.

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