Wael Khalaf

IT infrastructure EngineerFull Time

• Job Details:- Admin of Governorate Servers (Local Exchange Server + Domain Server + Active Directory + DNS +File Server + Additional Domain Controller). - Server installation (VMs - OS) - Network Administration - Keep touch with the clients for Support Services and Queries. - Provide SQL administration support and high availability Environment. - Provide IT Support for internal Operations.

IT Technical Support SupervisorFull Time

• Job Details:- Ensure practices and procedures are being followed by the IT Support team. - Focus on keeping clients satisfied with the services through managing projects, fixing any reliability issues, tracking service metrics - Provide a second layer of support for the IT Support Team  Act as a senior agent who will drive customer satisfaction through customer support - Act as a mentor and provide oversight, coaching, and training to technical support staff - Manage and report on all incoming technical support inquiries - Involved with the operational delivery for new product and feature releases - Ensure that all customer inquiries and issues are solved correctly and, in a prompt, and professional manner - Provide a feedback loop to wider staff and customers on resolved and in-progress problems and incidents - Review all technical support-related processes and documentation for continuous improvement