{"id":1797263,"url":"https://alion.io/job/nacita-it-senior-techncial-support-engineer","title":"IT senior techncial support engineer","company":{"id":3882182,"name":"Nacita","domain":"nacita.com","url":"https://alion.io/company/nacita","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":109000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2024-12-20T00:00:00Z","employer_posted_date":"2024-12-20","last_verified_at":"2026-10-20T19:44:22Z","board_verified":true,"closed_at":null,"days_open":669,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":669},"description":"Duties &Responsibilities :\nOperational Duties: o Diagnosing and resolving complex IT issues: - Diagnosing and resolving complex IT issues that cannot be resolved by junior technical support engineers. - Handling troubleshooting hardware and software problems and working with users to identify and resolve the root cause of the issue. o Developing and implementing new support processes: - Developing and implementing new support processes to improve the efficiency and effectiveness of the technical support. - Developing new procedures for handling tickets or implementing new tools and software to automate tasks. o Training and mentoring junior engineers: - Train and mentor junior engineers. - Teaching them how to troubleshoot problems, how to use the technical support tools and software, and how to interact with users. o Maintaining and updating the technical support knowledge base: - Maintaining and updating the knowledge base to ensure that it is up-to-date and accurate. o Escalating issues to the appropriate technical support team: - Escalating the issue to the appropriate technical support team. - Working with a team of engineers to troubleshoot the issue, or it may involve contacting the vendor of the affected hardware or software. o Ensuring that the technical support meets the needs of users: - Ensure that the technical support meets the needs of users. - Conducting surveys to gather feedback from users, or it may involve implementing new processes or procedures to improve the level of service.\nFinancial Duties: o Providing financial advice to IT management: - Called upon to provide financial advice to IT management. - Making recommendations on IT investments, developing cost-saving strategies, or managing IT risks. o Overseeing IT procurement: - Overseeing IT procurement to ensure that IT purchases are made in a cost-effective and efficient manner. - Developing procurement policies and procedures, negotiating contracts with vendors, or monitoring vendor performance.\nTeam Management Duties: o Coaching and mentoring team members: - Coaching and mentoring junior team members. - Providing training, helping them to develop their skills, and providing them with opportunities to learn and grow. o Motivating and inspiring the team: - Motivating and inspiring the team. - Creating a positive work environment, celebrating successes, and recognizing team members for their contributions.\nCustomer Satisfaction Duties: o Taking action to improve customer satisfaction: - Taking action to improve customer satisfaction. - Implementing new processes or procedures, training staff, or making changes to the way the technical support operates. o Communicating with customers: - Communicating with customers. This may involve responding to customer inquiries, providing updates on the status of their issues, or resolving customer complaints. - Building relationships with customers: - Building relationships with customers. This may involve being responsive to customer needs, being empathetic, or being proactive in resolving issues.\nRequirements\nEducation : - Bachelor’s degree in computer science or related field.\nYears of Experience: - Minimum 4-6 years of experience in the same field.\n• Certificates: CCNA, MCSE, ITIL is preferred.","description_format":"text","description_chars":3268,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T18:16:05Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.195,"p_room":0.28,"age_days":669,"expected_fill_days":27,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nacita-it-senior-techncial-support-engineer","json_url":"https://alion.io/job/nacita-it-senior-techncial-support-engineer.json","meta":{"generated_at":"2026-10-20T19:55:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3882182},"rest":"https://alion.io/mcp/rest/get_company?id=3882182"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnacita-it-senior-techncial-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnacita-it-senior-techncial-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnacita-it-senior-techncial-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nacita-it-senior-techncial-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnacita-it-senior-techncial-support-engineer"}]}