Technical Support Engineer

Responsibilities

• Proactive in handling tickets and assigned tasks.
• Troubleshooting Intalio product-related matters (along with SharePoint and SQL) with clear reproduction steps and RCA.
• Respects SLAs and escalates when other dependencies or individuals are affecting the KPIs.
• Follow the assigned tickets, from the early stages of troubleshooting until it’s handed over to the developer, till it’s fixed and confirmed by the client.
• Accurate reporting of ongoing tickets, closed tickets, pending tickets.

Qualifications and Experience

• Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Engineering (or equivalent combination education or experience))
• At least 2 year’s experience in a Technical Support role in the software industry, ideally for content services, BPMS, and digital transformation company or a similar role
• Technical knowledge in the main role of AD/DC, DNS, load balancers, Aliases, and listeners
• Good organization and prioritization skills
• An ability and drive to work independently and as a team contributor
• Excellent communication skills able to get message understood and understand the intent from a wide range of stakeholders (from C-level to users potentially)
• ITIL, Sharepoint, and SQL certifications are nice to have
• Ability to analyze and resolve problems
• Focus on customers
• Experience in working in a complex environment with multiple partners through the change & release processes.
• Experience working in large scale project environments with multiple project releases.
• Language skills (English and Arabic).
• Strong Technical Background in:
  o SharePoint Administration, configuration, installation.
  o SQL server Administration and scripting, Configuration, and Installation.
• Experience in either designing, implementing, or maintaining highly available and redundant environments: Production and disaster recovery layers.
  o Basic knowledge in F5 and Netscaler is needed to understand the application redundancy
  o knowledge on how DNS works
  o SQL AAG/Clustering
• Experience in Enterprise Content Management Solutions is a great added value (Content Services)

Additional Information 

• Experience: 2 years
• Reports To: Support Manager
• Effective Date: ASAP