Level 1 Support Engineer

ZainTechNew Cairo City, Cairo Governorate, Egypt

On-site Full-time

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Experience Level

Entry Level

Qualifications

Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Demonstrated experience in technical support and troubleshooting for networking, Windows OS, and applications. Familiarity with basic cloud computing concepts and virtualization technologies like VMware. Strong leadership, communication, and interpersonal skills. Ability to thrive in high-pressure environments and prioritize tasks effectively.

About the job

In this structured support environment, you will work closely with Level 2 and Level 3 teams to escalate more complex issues, while maintaining thorough documentation and upholding high standards of customer service. Your contributions will be key in ensuring system stability, fostering knowledge sharing, and driving continuous service improvement.

Key Responsibilities:

Deliver first-level technical support to customers via phone, email, and ticketing systems.
Diagnose and resolve technical issues related to networking, Windows OS, mail clients, and various applications.
Understand basic networking concepts such as DNS, DHCP, Gateway, and VPN.
Employ subnetting knowledge to troubleshoot and resolve network issues.
Utilize domain concepts and Active Directory to support user account and access management.
Install, configure, and manage applications to ensure an optimal user experience.
Possess a foundational understanding of cloud computing and the underlying physical infrastructure.
Leverage VMware solutions, including vSphere and vCenter, to effectively address customer inquiries.
Exhibit strong leadership in managing technically challenging customer situations.
Communicate effectively and professionally with customers, both verbally and in writing.
Showcase excellent analytical skills to identify root causes and implement timely solutions.
Collaborate with L2/L3 support and development teams to resolve complex issues.
Apply logical and critical thinking to analyze problems and suggest innovative solutions.
Demonstrate enthusiasm for technology and customer support, staying abreast of industry trends.

About ZainTech

ZainTech is a leading technology services provider, dedicated to delivering innovative solutions that enhance business operations. Our commitment to customer satisfaction and continuous improvement drives us to attract top talent and offer exceptional support to our clients.

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