Infrastructure Support Engineer

University of Canada - New Cairo, Cairo

Applicants for
1 open position
Experience Needed:
2 to 4 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Arabic, English
1 open position
About the Job


  • 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.
About this Company

UofCanada currently hosts the branch campuses of the University of Prince Edward Island (UPEI) and Memorial University of Newfoundland (MUN). Each of the top-ranked programs that these universities offer through the UofCanada branch campus in Egypt is identical to the program... (More)

Industry: Education
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