Technical Support Specialist - Infra Junior - (Cairo)

The Junior Infrastructure Engineer will be a key member of the Technical Support team at an IT service provider company. This role involves providing technical support to clients, assisting in the maintenance and optimization of IT infrastructure, and working closely with senior engineers to resolve complex technical issues. The ideal candidate will have a passion for technology, strong problem-solving skills, and the ability to provide excellent customer service.

Key Responsibilities:

1. Technical Support:

• Provide first and second-level technical support to clients via phone, email, and remote access.
• Troubleshoot and resolve different types of issues reported by clients.
• Assist clients with the setup, configuration, and maintenance of IT systems and applications.
• Assist in the maintenance and monitoring of client IT infrastructure existing systems.
• Help customers to Perform routine system checks, updates, and backups to ensure system integrity and availability.
• Support the implementation of infrastructure upgrades and new technology deployments.
• Help customers to monitor and analyze security logs and respond to potential threats.
• Support the evaluation and integration of new technologies into customer’s environments.
  

1. Documentation and Reporting:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update technical documentation, user guides, and knowledge base articles for clients and internal use.
• Provide regular status reports to senior engineers and management.
  

1. Collaboration and Learning:

• Work closely with senior engineers to learn advanced troubleshooting techniques and best practices.
• Participate in team meetings and training sessions to stay updated on new technologies and support procedures.
• Collaborate with other team members to ensure efficient and effective Technical support.

• Education: Bachelor’s degree in Computer Science, Information Technology, Communications or a related field, or equivalent experience.
  

• Experience: 0-2 years of experience in IT support, infrastructure management, or a related field.
  

• Certifications: Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals CompTIA Network+, CompTIA Security+, VMWare) are a plus.
  

• Internships: Relevant Internships (e.g.,Information Technology Institute (ITI) , National Telecommunication Institute (NTI) are a plus.

Skills and Competencies:

• Technical Skills:
  • Basic understanding of network and server infrastructure.
  • Familiarity with different operating systems.
  • Knowledge of virtualization technologies (VMware, Hyper-V).
  • Understanding of security principles and best practices.

• Soft Skills:
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills.
  • Ability to provide exceptional customer service and manage client relationships.
  • Detail-oriented with good organizational skills.