Senior Managed Services Engineer

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:

• Effectively handle client escalations as appropriate and in accordance with contractual obligations.
• Create and execute on support initiatives focused on scaling our business.
• Ensure compliance with the supplier’s maintenance procedures.
• Track customer support metrics and adjust work processes to improve overall client satisfaction.
• Provides performance feedback and proposes remedial action when necessary.
• Understand and assess client-reported issues to determine prioritization.
• Manage and ensure documentation of assigned incidents – including internal and external communications.
• Coordinating with the Team Leader on escalated cases that require field intervention.
• Assist the sales team in promoting and leveraging the MS team services.
• Ensures that all ISO standards are being respected.
• Solves escalated technical issues.
• Ensures compliance with vendor/client SLAs.

Qualifications:

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