JOB DESCRIPTION / ROLE
Job Description
- Lead and supervise a team of onsite support engineers in all MMC's to provide technical support and troubleshooting services for assets deployed in The client location.
- Allocate resources efficiently to close trouble tickets on time as per the SLA.
- Ensuring that incoming support requests are logged, prioritized, and resolved within agreed-upon service level agreements (SLAs).
- Provide escalated technical support for complex issues or cases that require advanced troubleshooting or expertise. Assist onsite support engineers in all MMC's in diagnosing hardware problems, identifying root causes, and get effective solutions.
- Develop and deliver training programs and resources for the onsite support engineers in all MMC's.
- Maintain accurate records of support activities, including incident reports, service tickets, resolution details, and user feedback.
- Follow Client Security standards and safety rules.
REQUIREMENTS
Personal Skills
- Leadership Skills.
- Communication Skills.
- Problem-Solving Abilities.
Technical Skills
- Education: A bachelor's degree in information technology, computer science.
- Experience of 10 Years in similar role.
- Technical Proficiency.
- Customer Service Orientation.
- Team Development.
- Documentation and reports skills.
ABOUT THE COMPANY
Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.
