# Senior Technical Support Engineer - Level 3

> Smart Technology Solutions · New Damietta City, Egypt (Hybrid) · Full-time · Posted 2026-08-26

**Workplace:** hybrid

**Department:** IT Solutions & Management

## Description

-   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.
-   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.

## 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.

## Apply

[Apply at Smart Technology Solutions](https://apply.workable.com/smarttechsa/j/53AC1D853B/apply)

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