Job Description, Responsibilities & Requirements
About the Position
Technical Support Engineer (Level 2)
Join Intellias as a Technical Support Engineer (Level 2) in Egypt. Provide exceptional customer support for cutting-edge technology solutions.
Responsibilities
- Respond to support incidents via defined communication channels.
- Investigate real-time incidents.
- Serve as a reliable, friendly, and trustworthy frontline of the support/service desk.
- Provide consultations and advice to users.
- Report any out-of-scope issues that cannot be resolved.
- Participate in issue escalation and progress tracking.
- Gather and report issue occurrence and resolution statistics.
- Elaborate ideas on improving and optimizing support activities.
- Ensure enterprise systems and business continuity.
- Process, analyze incidents, and monitor their fixing.
- Take on the role of Incident Manager in case of Major Incidents.
- Ensure that Root Cause Analysis (RCA) is provided/documented for each critical incident (Postmortem).
- Communicate with external vendors.
- Focus on providing the best value for users.
Requirements
- 1+ years of experience in a support role.
- Good technical aptitude and understanding of software applications, databases, operating systems, or networking concepts.
- Problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide effective solutions.
- Experience with different operating systems.
- Understanding of cloud security best practices and principles.
- Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships.
- Good communication and interpersonal skills, with the ability to convey technical information clearly to non-technical customers.
- Ability to manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail.
- Understanding of Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc.), and support tools.
- Experience in documenting support cases, resolutions, or knowledge-base articles.
- Ability to work effectively both independently and in a team-oriented environment.
- Continuous learning mindset to keep up with evolving technologies and products.
- Readiness to work 24/7 shifts schedule.
Nice to Have
- 24/7 Shifts
We Offer
- Join a dynamic and innovative global team.
- Opportunity to work with cutting-edge technology solutions.
- Competitive benefits package.
- Professional growth and development opportunities.
- Supportive and inclusive work environment.
About the Company
At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.