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Job Title

SCCM Support Engineer

Department

Customer Support

Level

Intermediate to Senior

Location

Cairo, Egypt

Role Description

Support Engineers (SE) serve as frontline technical resource customers and partners via phone, email, or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and the Web. When needed, you will collaborate with others to engage subject matter experts, engineering (product groups), or management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Your Responsibilities:

  • Responsible for the customer support experience
  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within responsibilities. Your Responsibilities
  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
  • Identify cases that require escalation (either technically or strategically).
  • Create and maintain incident management requests for the product or engineering group.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve the customer/engineer experience.
  • Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
  • Drive technical collaboration and engagement outside of CSS (Product Engineering Teams, Services, Support/Regions)
  • Lead or participate in building communities with peer delivery roles; this may be workload- or specialty-specific and across teams (e.g., swarming).
  • Identify cases that require escalation (either technically or strategically).
  • Create and maintain incident management requests for the product or engineering group.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve the customer/engineer experience.
  • Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
  • Drive technical collaboration and engagement outside of CSS (Product Engineering Teams, Services, Support/Regions)
  • Lead or participate in building communities with peer delivery roles; this may be workload- or specialty-specific.

Required Skills

Required:

  • Experience in WSUS, SMS, SCCM 2007/2012, and Microsoft Intune
  • Operating Systems Concepts: Active Directory, Security, and OS Internals
  • Networking concepts: DNS, protocols, and devices
  • IIS Concepts: Configuration, ISAPI, Architecture, SSL, and Kerberos
  • Exception Handling
  • Memory management concepts
  • Tools: Netmon, Perfmon, and SQL Profiler
  • Basic debugging skills
  • Basic SQL Server Administration concepts.

Experience in one or more of these areas is desirable:

  • Critical Exposure Areas and Technical Specifications
  • Strong experience with Windows 2003, 2008, 2008 R2, and 2012 servers
  • Exposure to SQL and IIS

Qualifications & Certificates

  • Language Qualification English Language: confident in reading, writing, and speaking. Optional: German/French/Italian.

 

 

Industry:

  • Computer Hardware
  • Computer Software
  • Information Technology and Services Employment Type: Full-time Job Functions
  • Information Technology

Employment Type:

  • Full-time

Job Functions:

  • Information Technology