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Education: Computer & Communications Engineering or equivalent.Experience: minimum 3 years of relevant experienceLanguages: Arabic, English.Prerequisites/Special skills:Organized, detail-oriented.Resourceful with strong research, analytical, and technical problem-solving skills.Ability to multitask and prioritize in a fast-paced environment.Familiar with ITSM systems.Strong knowledge in networking and communications.A strong knowledge of IP protocols.Communicative, ability to work in a team.Having a rich intellectual curiosity and an ability to learn.Willing to develop knowledge under the training & certifications program.Dynamic, creative, and having a good spirit of initiative.Flexible schedule allowing the work overtime or on non-working days.Key responsibilities and competences:Responsible for solving remotely all cases with respect to the internal escalation process and SLAs.Configuring and troubleshooting multi-vendor environments (Cisco, Fortinet, OCI, Azure, Palo Alto, etc.) Operating and managing clients' IT infrastructure.Ensure compliance with the supplier’s maintenance procedures.Ensure documentation of assigned incidents - including internal and external communications.Coordinating with the Team Leader on escalations.Ensure effective and rapid response to major Incidents.Willing to follow specialized training to further develop his skills as per agreed-upon training path, or as per the company's request, and with respect to the engineer’s professional and technical predisposition.Understands how to communicate difficult/sensitive information tactfully.Immediately escalates any setbacks related to services or support to concerned parties.Writing cases and service reports
