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Job Description
- Act as a single point of contact for the acceptance and ownership of routine and complex end user problems, inquiries, and service requests; exercises initiative to resolve end user problems, inquiries, and service requests within process framework.
- Share responsibilities for day to day operations of the enterprise infrastructure, implementation and maintenance of server, storage and network services, and assist with issues escalated from the service desk.
- Accomplish company goals by accepting ownership for varying requests and exploring new opportunities to add value to the enterprise.
- Embrace new ideas, technology, concepts and thrive on being a change agent.
- This job is in Sector 5 in New Cairo. By the AUC campus.
- The hours of this job are 3pm-11pm.
- The coverage is New York City Hours for American clients.
Job Requirements
Principal Accountabilities:
- Service Desk Tickets support
- Monitor and manage the enterprise environment
- Understanding of the principles of IT governance models and IT service management
- Ticket and Infrastructure lifecycle management
- Storage capacity management
- Release and change management
- IT security skills
- An understanding of disaster recovery and redundancy principles and actions
- Assisting and taking ownership of escalated issues in the service desk
Qualifications/Experience:
- Minimum of 5-7 years as a Systems Engineer in a diverse environment
- Very Strong command of the English Language (Fluency in English is a MUST)
- Bachelor’s degree in Computer Science / MIS or related field or equivalent industry training required such as MCSE
- Understanding of the principles of IT Governance models and IT service management
- Capable of accomplishing company goals by accepting ownership for varying requests and exploring new opportunities to add value to the team
- Must possess a strong “Customer Centric” mindset
- Must be a catalyst and be self -motivated in creating new concepts to create efficiencies
- Must be able to multitask and set priorities in a dynamic and fluid environment
- Proactive approach towards monitoring and managing the enterprise environment
- Concise and thorough system documentation capabilities
- Able to work within the confines of company’s security standards, process, and procedure
- Active Directory including Group Policy
- Powershell scripting and process automation
- Microsoft Exchange experience
- Cisco networking, IOS, Catalyst OS, Layer-3 infrastructure, routingprotocols
- Cisco Unified Communications & VOIP
- Checkpoint Firewall and VPN
- AWS / EC2 Sever management experience a major plus
Must have a working knowledge of the following:
- Microsoft Server Environments
- Microsoft Sharepoint Server
- Business Objects Enterprise Administration
- Encryption technology for networks, servers, databases and storage
- Knowledge and experience with Office365
- Cloud integration, automation, federation and administration
- Experience working in hybrid, Cloud & SaaS environments is a big plus
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