Senior Technical Support Engineer - Level 3 at Smart

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About The Role

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.
Technical Requirements
Advanced troubleshooting of Windows 10 and Windows 11 environments.
Strong knowledge of Windows Server administration.
Hands-on experience with Active Directory, Group Policy, DNS, and DHCP.
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.
Hands-on experience with monitoring and remote support tools.
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.
Ability to produce network diagrams, technical documentation, RCA reports, and implementation plans.
Working knowledge of VoIP systems such as 3CX is preferred.
Exposure to Linux administration, cloud platforms, or cybersecurity operations is an advantage.
Professional Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Eight or more years of experience in technical support, IT infrastructure, or managed services.
Experience working in an MSP environment and supporting multiple clients.
Experience leading critical incidents and technical escalation cases.
Experience coaching or supervising technical support teams.
Proven technical project delivery experience.
Strong client and stakeholder management skills.
Arabic communication skills and English proficiency suitable for client meetings and technical documentation.
Ability to manage multiple priorities and make decisions during service disruptions.
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+.
A current Fortinet, Sophos, or equivalent firewall certification.
3CX certification is preferred.
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.