Support Engineer
Cairo, EgyptPosted 5 months ago180Applicants for1 open position
- 40Viewed
- 7In Consideration
- 3Not Selected
Job Details
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Job Description
- Remote Troubleshooting & Resolution:
- Diagnose and resolve complex network and Wi-Fi issues remotely, utilizing strong analytical and problem-solving skills.
- Provide timely and effective technical support to hotel staff and guests, ensuring minimal disruption to operations.
- Utilize remote access tools and monitoring systems to identify and resolve network and Wi-Fi problems proactively.
- Network & Wi-Fi Management:
- Configure, manage, and monitor Aruba and Cisco network and Wi-Fi infrastructure.
- Perform routine maintenance and updates to network devices and software.
- Implement and maintain network security best practices.
- Analyze network performance data and identify areas for improvement.
- Case Management & Vendor Liaison:
- Manage support tickets and maintain accurate records of all troubleshooting activities.
- Escalate complex issues to vendors (Aruba, Cisco, and potentially Avaya/Mitel) and follow up to ensure timely resolution.
- Act as a liaison between hotels and vendors, ensuring clear communication and efficient problem resolution.
- Hospitality Focus:
- Understand the unique network and Wi-Fi requirements of the hospitality industry.
- Prioritize support requests based on impact on guest experience and hotel operations.
- Maintain a customer-centric approach, providing professional and courteous support at all times.
- HSIA, IPTV & GRMS knowledge.
- Documentation & Reporting:
- Create and maintain comprehensive documentation of network configurations, troubleshooting procedures, and support resolutions.
- Generate regular reports on network performance and support activity.
- Avaya/Mitel (Advantage):
- Troubleshoot and resolve issues with Avaya/Mitel phone systems.
- Perform basic configuration and maintenance of Avaya/Mitel equipment.
Job Requirements
Qualifications:
- Proven experience as a Network/Wi-Fi Support Engineer, preferably in a remote support environment.
- Strong expertise in Aruba and Cisco network and Wi-Fi technologies.
- In-depth knowledge of network protocols (TCP/IP, DNS, DHCP, etc.).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and customer service skills.
- Ability to work independently and as part of a team.1
- Experience with remote access tools and network monitoring systems.
- Certification in relevant network technologies (e.g., CCNA, CCNP, ACMA, ACMP) is highly desirable.
- Experience with Avaya or Mitel phone systems is a strong added value.
- Experience in the hospitality industry is a plus.
Technical Skills:
- Aruba Wireless (Instant, Controller-based)
- Cisco Switching and Routing
- Network Security (Firewalls, VPNs)
- Remote Access Tools (e.g., TeamViewer, AnyDesk)
- Network Monitoring Tools (e.g., SolarWinds, PRTG)
- Avaya/Mitel(if applicable)
Working Conditions:
- Remote work environment.
- Flexibility to work during off-peak hours and weekends as needed.
- Ability to handle high-pressure situations and meet tight deadlines.
