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Job Title

Technical Support Engineer – Windows

Department

Customer Support

Level

Senior

Location

Cairo, Egypt

Role Description

  • Scope a customer’s issue by collecting the relevant facts and investigating the problem.
    by doing your own research and by involving other teams as needed.
    • Consult and collaborate with your immediate peers or colleagues around the world.
    and with management and engineering to resolve service issues.
    • Act internally as a customer advocate.
    • Empower customers to find information, self-solve when they decide to, and learn.
    more about Microsoft products, services, and support.
    • Advise customers on how to gain additional value from their Microsoft products.
    • Document your technical work and research to help your colleagues improve the
    product, and improve the support experience.
    • Maintain a proactive approach to customer happiness, identifying customer
    satisfaction concerns and managing customer expectations

Required Skills

Windows System Administration/Configuration, including a good basic understanding of: • Registry; • File Storage; • User Accounts & Access Control; • Event Logs & Auditing; • Performance/Resource Monitor; • Networking (TCP/IP) Experience in one or more of these areas is preferable. • Automated installation of Windows • User Profile management • Windows Update management • Kerberos and delegation • Bitlocker administration • Windows Shell configuration and management • Windows activation and licensing • Remote Desktop Services configuration and management • Clustering • Printing configuration and management • Resilient Storage technology (clustering, storage spaces) • Server management tools • Hyper-V management and VM deployment; • Application installation and management; • Windows backup and VSS; • PowerShell scripting; • Active Directory topology and management; • Network tracing and analysis • Public Key Infrastructure (PKI) deployment and management; • Remote File Systems (SMB); • Group Policy Management; • DNS deployment and management; • Troubleshooting hangs and crashes in Windows; • Network Virtualization (Hyper-V, SDN); • Troubleshooting performance issues using PerfMon and other tools

Qualifications & Certificates

Language Qualification

Arabic and English languages: being fluent in reading, writing, and speaking a third language will be an advantage (German, French, Italian, and Spanish).