Job Details
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Job Description
Responsibilities:
- Provide support, troubleshooting, and solutions to complex problems. This involves dealing with difficult situations including complaint handling, sensitive customers and mission critical support.
- Improving the overall customer experience serving as the customer advocate within Alnafitha and playing a key role in assisting our clients to maximize their investment in Technlogy.
- Provide the following services: Proactive Services: Services which promote customer health through Risk Assessments, Health Checks, Code Reviews, or other similar offerings.
- Reactive and 24x7 Critical Situations support: Reactive services which address the most critical customer issues.
- Dedicated Support: Engagements that strengthen customer relationships and IT infrastructure & application effectiveness through dedicated support delivery.
- Ad hoc Services: Short and time limited engagements focused towards customer specific issue remediation or support (e.g. Chalk Talks).
- Workshops and Training: Deliver technical training for customer knowledge transfer and for helping customers to consume their products and services.
- Presenting and demonstrating Alnafitha’ S services to customers.
- Build scope of work/low level technical scope based on the business requirements.
- Deliver technical implementation and solution design within Alnafitha’ services.
- Assist customers with migrating legacy applications to a cloud optimized architecture.
- Deliver technical process documentation.
- Assist in representing Alnafitha in any forum (i.e. seminars, technical or marketing, conferences event)
- Mentor other team members on deployed solutions and best practices.
Job Requirements
Candidate Experience:
- To excel in this position, you will need to:
Certification Requirements:
- Bachelor’s degree in Computer Science or equivalent.
- ITIL Foundation (Must)
- CCNA Routing and Switching (Must)
- CCNP Routing and Switching (Preferred)
- MCSE: Core Infrastructure (Must)
- Microsoft Certified: Azure Fundamentals (Must)
Technical Skills:
- At least 5 years of cyber security or information security experience.
- Experience on Load balancing, Authentication and Hybrid Identity technologies.
- Experience in AD and Mail Security (Antispam, ATA, security practices and health check)
- Experience deploying and maintaining endpoint security products
- Experience in Service Continuity (Backup- Archiving Solution)
- Experience in Microsoft Server features (ADFS – DFS – RMS – WSUS – WDS – CA).
- Experience in cloud security solutions (Microsoft Azure and ESM, and AWS)
- Experience with firewall and IPS design and configuration
- Experience with multiple computing platforms, including Network, Windows, OSX, Linux, etc.
- Solid understanding of client/server, networking, and Internet technologies fundamentals.
- Knowledge in Security Correlation and Analytics platforms
- Knowledge in with User Behavioral Analytics platform
- Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
- Knowledge in installing, configuring and updating ManageEngine AD360.
- Scripting skills with languages such as Python, JavaScript or other commonly used languages.
- Demonstrate solid organizational skills and the ability to prioritize workloads and meet targets.
- Displays an analytical and problem-solving mindset.
Personal Skills (MUST):
- High sense of responsibility and ownership, acting like owner in what you do.
- Exceptional communication and presentation skills
- Being able to work on their own or in a team
- Being able to work to tight deadlines
- Ability to maintain composure during stressful situation
- Handling many tasks & responsibilities
- Fluent in Arabic and English.
Working Conditions:
- Business travels could be required up to 60% [covered by the company].
- Must be available for duty role (24/7, 1 week in 4), definitely NOT a 8 to 5 worker.
- Working on Weekends, Holidays or outside the business hours could be required [covered by the company]
