Senior Technical Support Engineer - Level 3
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Before you apply
LocationCairo, Cairo Governorate, Egypt
Work modehybrid
Typefull-time
SenioritySenior
Experience8+ yrs
DepartmentIT Solutions & Management
Company size51–200 people
PostedAug 26, 2026 · 2mo ago
Verified live13h ago
At a glanceSummarised by Seekless from the posting.
Advanced troubleshooting of Windows 10 and Windows 11 environments
Strong knowledge of Windows Server administration
Experience administering Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive
Knowledge of Microsoft Entra ID, identity management, access controls, and multifactor authentication
Experience with Microsoft Intune, endpoint management, security policies, and device compliance
Strong understanding of TCP/IP, VLANs, routing, switching, Wi-Fi, and VPN technologies
Experience managing firewalls, endpoint protection, security patches, and antivirus or EDR solutions
Knowledge of server virtualization platforms such as Hyper-V or VMware
Experience with backup, recovery, and disaster recovery processes
Ability to perform backup restoration tests and verify recovery readiness
Experience with Azure services and hybrid infrastructure environments
Experience using HaloPSA or another ITSM or PSA platform
Strong PowerShell scripting skills for task automation and system administration
Knowledge of ITIL incident, problem, change, and service request management practices
Experience leading critical incidents and technical escalation cases
Experience coaching or supervising technical support teams
Strong client and stakeholder management skills
Arabic communication skills and English proficiency suitable for client meetings and technical documentation
At least one relevant professional certification is required
Lead Sev-1 and Sev-2 incidents from diagnosis through resolution
Ensure incidents and service requests meet agreed SLAs
Analyze recurring incidents and implement permanent fixes
Prepare root cause analysis reports and corrective action plans
Build scripts, automation solutions, and support tools
Monitor aged L2 tickets and drive resolution within three working days
Manage complex support cases and maintain high customer satisfaction
Review negative client feedback and implement improvement actions
Lead technical projects across multiple workstreams
Train and coach L1 and L2 support engineers
Supervise service quality and support client improvement plans
Maintain technical documentation and knowledge base articles
Record billable and non-billable work through the service management platform
Build trusted relationships with clients and internal stakeholders
Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred
Eight or more years of experience in technical support, IT infrastructure, or managed services is preferred
Experience working in an MSP environment and supporting multiple clients is preferred
Proven technical project delivery experience is preferred
ITIL 4 Foundation or higher
Microsoft 365 Certified Administrator Expert
Microsoft Certified Azure Administrator Associate
Microsoft Certified Windows Server Hybrid Administrator Associate
Microsoft Certified Endpoint Administrator Associate
Microsoft Certified Identity and Access Administrator Associate
Cisco Certified Network Associate
CompTIA Network+ or Security+
Eligibility to work in Egypt
Skills
Windows 10
Windows 11
Windows Server
Microsoft 365
Exchange Online
Microsoft Teams
SharePoint
OneDrive
Microsoft Entra ID
Microsoft Intune
TCP/IP
VLAN
VPN
Hyper-V
VMware
Azure
HaloPSA
PowerShell
ITIL
Firewalls
Endpoint Protection
Benefits
Culture of growth
Continuous feedback
Supportive collaborative environment
Space for every personality
Flexible work options
Responsibilities
•
Lead Sev-1 and Sev-2 incidents from diagnosis through resolution.
•
Ensure incidents and service requests meet agreed SLAs.
•
Analyze recurring incidents and implement permanent fixes.
•
Prepare root cause analysis reports and corrective action plans.
•
Build scripts, automation solutions, and support tools.
•
Monitor aged L2 tickets and drive resolution within three working days.
•
Manage complex support cases and maintain high customer satisfaction.
•
Review negative client feedback and implement improvement actions.
•
Lead technical projects across multiple workstreams.
•
Train and coach L1 and L2 support engineers.
•
Supervise service quality and support client improvement plans.
•
Maintain technical documentation and knowledge base articles.
•
Record billable and non-billable work through the service management platform.
•
Build trusted relationships with clients and internal stakeholders.
Requirements
•
Technical Requirements
•
Advanced troubleshooting of Windows 10 and Windows 11 environments.
•
Strong knowledge of Windows Server administration.
•
Experience administering Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
•
Knowledge of Microsoft Entra ID, identity management, access controls, and multifactor authentication.
•
Experience with Microsoft Intune, endpoint management, security policies, and device compliance.
•
Strong understanding of TCP/IP, VLANs, routing, switching, Wi-Fi, and VPN technologies.
•
Experience managing firewalls, endpoint protection, security patches, and antivirus or EDR solutions.
•
Knowledge of server virtualization platforms such as Hyper-V or VMware.
•
Experience with backup, recovery, and disaster recovery processes.
•
Ability to perform backup restoration tests and verify recovery readiness.
•
Experience with Azure services and hybrid infrastructure environments.
•
Experience using HaloPSA or another ITSM or PSA platform.
•
Strong PowerShell scripting skills for task automation and system administration.
•
Knowledge of ITIL incident, problem, change, and service request management practices.
•
Professional Requirements
•
Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
•
Eight or more years of experience in technical support, IT infrastructure, or managed services is preferred.
•
Experience working in an MSP environment and supporting multiple clients is preferred.
•
Experience leading critical incidents and technical escalation cases.
•
Experience coaching or supervising technical support teams.
•
Proven technical project delivery experience is preferred.
•
Strong client and stakeholder management skills.
•
Arabic communication skills and English proficiency suitable for client meetings and technical documentation.
•
Eligibility to work in Egypt.
•
Certifications
•
At least one relevant professional certification is required.
•
ITIL 4 Foundation or higher.
•
Microsoft 365 Certified Administrator Expert.
•
Microsoft Certified Azure Administrator Associate.
•
Microsoft Certified Windows Server Hybrid Administrator Associate.
•
Microsoft Certified Endpoint Administrator Associate.
•
Microsoft Certified Identity and Access Administrator Associate.
•
Cisco Certified Network Associate.
•
CompTIA Network+ or Security+.
Benefits
•
A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
•
Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
•
Supportive & collaborative vibes: We’re all about learning together, cheering each other on, and diving into challenges as a team.
•
A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
•
Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.
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