- Cairo, Cairo, Egypt
- Hybrid
- Full-time · Mid
- 3–5 years
Provide advanced technical and process support for IT Services customers, acting as escalation point for L1 cases and ensuring high-quality, timely resolution.
Responsibilities
- Manage, troubleshoot, and resolve complex proactive and reactive incidents
- Guide L1 engineers and ensure adherence to operational processes and SLAs
- Support continuous service improvement by identifying recurring issues and contributing to root cause analysis
- Lead coordination efforts with internal technical teams, service owners, and third-party vendors
- Provide mentorship and technical coaching to L1 engineers
Requirements
- B.Sc. in Engineering
- B.Sc. in Telecommunications
- B.Sc. in Computer Science
- Nice to have: Fortinet Certified Professional (FCP)
- Nice to have: Zscaler Digital Transformation Administrator