System Engineer

• ​Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customer
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT Products or Services
• Record events and problems and their resolution in logs
• Follow-up and update customers status and information
• Pass on any feedback or suggestion by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications

Bachelor's Degree in System/Computer Technology, Computer Science, Cybernetics or Mathematics.

• Know basic technologies of IP networks (Routing, VPN, DNS).
• Have got experience in System Administration.
• ⁠Know how to work with cusomer support requests and technical documentation.
• Responsible for the implementation and configuration of various IT solutions, especially Microsoft 365, IT security, and system infrastructure (servers, networks, and virtualization).
• Provide daily technical support to users regarding IT services, both onsite and remote. Focus on resolving incidents, service requests, and escalating technical issues to the relevant team. Understand basic troubleshooting, be available on standby according to the specified shift.
• Responsible for the installation, configuration, and maintenance of the Moodle e-learning platform. This role focuses on Moodle server management, system integration, and technical support for LMS users.
• ⁠Able to Speak and Write Intermediate English

Will be an advantage if you have got knowledge of one of these solutions : Microsoft 354, Microsoft Azure . other Microsoft products and platforms such as Windows Server, Active Directory DS, Exchange Server, SharePoint Server, SQL Server, Moodle, VMWare, Veritas, Veeam, Sophos, Kaspersky, Symantec, SolarWinds, HPE, Aruba, Dell EMC, Audio Codes etc.