Senior MS Engineer

Atriasolutions; As Sudiyah; On-site; OMR 15,000 - 40,000; Full time

Job summary

A leading technology solutions provider is seeking a professional to manage and enhance client infrastructure. The role involves resolving complex cases, handling escalations, ensuring compliance with ISO standards, and conducting client presentations. Ideal candidates will have 5+ years of relevant experience, a degree in Computer and Communications Engineering, and fluency in Arabic & English. Strong analytical and interpersonal skills are essential for success in this role.

Qualifications

• Minimum 5+ years of related experience in a technical role.
• Fluency in Arabic & English; French is a plus.
• Strong problem-solving and analytical skills.
• Experience with vendor products: Cisco, Fortinet, OCI, VMware, Palo Alto, F5, Microsoft.

Responsibilities

• Handle client escalations according to contractual obligations.
• Create support initiatives for business scalability.
• Ensure compliance with maintenance procedures and SLAs.
• Manage and document assigned incidents effectively.
• Provide performance feedback and remedial actions when needed.
• Assess client-reported issues to determine prioritization.
• Document incidents including communications with stakeholders.
• Coordinate with Team Leader on escalated cases needing field intervention.
• Support sales team in promoting MS team services.
• Ensure adherence to ISO standards.
• Resolve escalated technical issues and comply with SLAs.

Skills

Experience with vendor products

Fluent in Arabic & English

Strong analytical skills

Excellent interpersonal skills

Organized and detail oriented

Ability to work with a globally distributed team

Organized & detail oriented

Multi-tasking & prioritization

Professionalism & integrity

Global collaboration

Education

Computer and Communications Engineering or similar

Tools

Cisco

Fortinet

VMware

OCI

Palo Alto

F5

Microsoft

PSA systems

Job description

Job overview

Responsible for managing and enhancing the infrastructure of the clients.

Responsible for resolving complex cases including change requests and incidents and the handling of escalations from the L1 team.

Performing periodic onsite visits and presentations to clients to get feedback on service satisfaction.

Ensuring ISO regulations are well respected.

Acting 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

Education

Computer and Communications Engineering or similar.

Certifications

Cisco, Fortinet, VMware, OCI, Palo Alto, F5, Microsoft.

Skills and Competencies

• Computer and Communications Engineering or similar.
• Experience with the following vendor products: Cisco, Fortinet, OCI, VMware, Palo Alto, F5, Microsoft, etc.
• Minimum 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;