Job Description

The Sr. MS Engineer is responsible for managing and enhancing the infrastructure of Atria clients. He/She is responsible for resolving complex cases including change requests and incidents and the handling of escalations from the L1 team. He/She will perform periodic onsite visits and presentations to clients to get feedback on service satisfaction. He/She will ensure ISO regulations are well respected and will act as a technical escalation point for team members.

Key Responsibilities:

1. Effectively handle client escalations as appropriate and in accordance with contractual obligations.
2. Create and execute on support initiatives focused on scaling our business.
3. Ensure compliance with the supplier's maintenance procedures.
4. Track customer support metrics and adjust work processes to improve overall client satisfaction.
5. Provide performance feedback and propose remedial action when necessary.
6. Understand and assess client-reported issues to determine prioritization.
7. Manage and ensure documentation of assigned incidents - including internal and external communications.
8. Coordinate with the Team Leader on escalated cases that require field intervention.
9. Assist the sales team in promoting and leveraging the MS team services.
10. Ensure that all ISO standards are being respected.
11. Solve escalated technical issues.
12. Ensure compliance with vendor/client SLAs.

Qualifications:

1. Computer and Communications Engineering or similar.
2. Experience with the following vendor products: Cisco, Fortinet, VMware, Palo Alto, F5, Microsoft, etc.
3. 5+ years of related experience.
4. Fluent in Arabic & English, French is a plus.
5. Passion for delivering excellent service to clients.
6. Organized, detail-oriented.
7. Resourceful with strong research, analytical and technical problem-solving skills.
8. Ability to multi-task and prioritize in a fast-paced environment.
9. Experienced with ticketing and professional service automation (PSA) systems.
10. Ability to work early or evening hours as needed supporting a 24/7 operation.
11. Strong analytical skills; creative problem-solver.
12. High level of professionalism and integrity.
13. Ability to work with a globally distributed team.
14. Excellent interpersonal skills, listening skills and approachable style.
15. Facilitates effective team interaction.
16. Acknowledges and appreciates each team member's contributions; keeps track of lessons learned and shares those lessons with team members.

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