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Senior Advisor Technical Support

Cairo, Egypt

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Job ID R87770 Date posted Jan. 17, 2019

·  Applies advanced systems level technical expertise to resolve highly complex systems level customer issues

·  Reviews technical solution articles for accuracy and completeness, and give feedback to the authors

·  Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge

·  Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues

·  Mentors others in providing validated technical information, support process instructions and special support requirements

·  Validates technical information and issues early warning and disseminates information as needed

·  Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

·  Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction

·  Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs

·  Applies systems analysis techniques and procedures to determine hardware or software systems functionality

·  Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments

·  Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues

·  Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate

·  Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment

·  Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status

·  Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

Ability to work in a high-pressure environment.

·  Customer Service skill.

·  Troubleshooting skills.

·  Interpersonal skills.

·  Presentation skills.

·  One or more of the below skills are highly required:

Excellent knowledge of security fundamentals.
Working knowledge of Linux based servers, network protocols and web-based applications.
SQL Query Language
Active Directory Administration knowledge
API/SDK experience
Active Directory and IIS
Strong knowledge of Networking, Architecture & Administration
CISSP, CEH, OSSP or similar security certification is a plus.


 Education Required:  

Bachelors in IT, Communications or Computer Science(Technical)

 Experience Required:  7+ years relevant experience

Ability to work in a high-pressure environment.

·  Customer Service skill.

·  Troubleshooting skills.

·  Interpersonal skills.

·  Presentation skills.

·  One or more of the below skills are highly required:

Excellent knowledge of security fundamentals.
Working knowledge of Linux based servers, network protocols and web-based applications.
SQL Query Language
Active Directory Administration knowledge
API/SDK experience
Active Directory and IIS
Strong knowledge of Networking, Architecture & Administration
CISSP, CEH, OSSP or similar security certification is a plus.


 Education Required:  

Bachelors in IT, Communications or Computer Science(Technical)

 Experience Required:  7+ years relevant experience

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